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Coronavirus response

How we're helping

The COVID-19 (coronavirus) pandemic is causing disruption across Australia, affecting people from all walks of life, and businesses big and small.

In a time of social distancing and uncertainty, we want you to know we’re still here for you. So we’ll keep everything you need to know about our response to the coronavirus in one place, with the latest information as things change.

Here are some of the things we’re doing to help you, our teams, and our networks of suppliers (like assessors and repairers) to stay safe.


Are you having financial trouble?

We understand the coronavirus pandemic isn’t only a health issue, it’s putting pressure on people’s finances, too.

If you’re experiencing financial hardship and you’re worried about whether you can make your next insurance payment, you can talk to us.

If you have a Car or Home Insurance policy, you might be able to reduce the excess or premium, or switch from annual payments to more manageable monthly payments (at no extra cost).

Talk to us to learn how we can tailor options for your situation. Call 1300 934 934 (8am–7pm AEDT, Mon–Fri), or find contact details for your local area manager.


Support for small businesses

We know this is a tough time for small businesses all over Australia, and we want to help.

If your business is eligible, we can offer support by deferring your business insurance premium payments (excluding Workers Compensation) for up to 6 months, reviewing your cover with you over the phone, and more.

To learn more, including whether you’re eligible and how you can apply, read our small business coronavirus support information.


Some of our offices are temporarily closed

For safety during the pandemic, some offices are temporarily closed.

To find out if your local office is open, contact your local area manager.

Our Client Service Team can still help with questions, claims and insurance queries on 1300 934 934 (8am–7pm AEDT, Mon–Fri).

If you would usually make payments in your local office, you can pay with BPAY, by phone, or by posting a cheque instead. Learn more about making payments.


Keeping safe when you claim

We’re making changes to how we manage claims to help minimise risk for you and our network of suppliers (like assessors and repairers).

Our network of suppliers will ask screening questions, wear protective gear, and follow all health and safety advice from the authorities.

We’re also using live video assessments, so for some claims we may not have to do assessments in person.