Customer FAQs

Additional Support

Experiencing financial hardship?

1 Sept 2023

We appreciate there are times when circumstances beyond your control can make it difficult to meet your financial commitments, and we're committed to supporting customers facing financial hardship.

How we can help

If you’re having trouble paying money you owe us due to financial hardship, we'll work with our insurer to find a solution, and we might be able to help by:

  • Extending your payment due dates

  • Developing a payment plan with you

  • Postponing one or more instalments

  • Fast tracking your claim

If you are going through financial hardship, please contact us as soon as possible. We can discuss your situation and assist you to apply for financial hardship assistance. You can contact us anytime in chat, or if you’d prefer via email:

Other Support

You may also wish to consider contacting the National Debt Helpline on 1800 007 007 which is a free and confidential financial counselling service.