Coronavirus response

What we're doing

Your health and safety are really important to us, so we want to share what we’re doing to help keep you safe during the COVID-19 (coronavirus) pandemic.

We’ll keep everything you need to know about our response here, and update it when things change.

Here’s some of what we’re doing to help you, our teams, and our networks of suppliers (like assessors and repairers) stay as safe as possible.


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).

Call 133 233 (8am–8:30pm) to learn how we can tailor options for your situation with our Help program.


Support for small businesses

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

If your business is eligible, we can offer support by deferring your business insurance premium payments 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.


Help for landlords

The COVID-19 (coronavirus) pandemic is affecting landlords and tenants across the country.

If you have a Landlord Insurance policy with us and you’re not receiving the full amount of rent from your tenants because of the coronavirus pandemic, we might be able to help.

Call us anytime, 24/7 on 1300 317 526 to learn about the options for your situation.


Check your travel insurance cover

If you have to cancel your trip because of the coronavirus pandemic, you may be eligible for a refund.

Or, if your trip is postponed, you can contact us to update your policy details.

Learn more about these options and see other important travel insurance details in our coronavirus travel insurance information, or read the latest claims advice.


Update your touring caravan or boat cover

With government restrictions during the pandemic, you might be using your boat or caravan much less than usual.

We offer 'lay up cover' with our Touring Caravan Insurance and Boat Insurance policies. This lets you keep certain cover at a reduced premium for up to 6 months while you're not using your caravan or boat.

And now, during the pandemic, we're giving you the ability to add lay up cover to your current policy right away (not just when you renew).

If you pay annually, we'll refund you the amount you save when you add lay up cover. If you pay monthly, we'll reduce the premium payments you have left.

You can choose a lay up period between 1 and 6 full calendar months. During the lay up period, you need to keep your caravan or boat secure (like by keeping your caravan in a locked garage, your boat locked under cover at your address, or taking your boat or caravan to a licensed repairer for repairs). If you use your caravan or boat during the lay up period, we'll only cover it if you meet some extra conditions. Read the Product Disclosure Statement for full details.

To add lay up cover to your policy, call us on 133 233 (8am–7:30pm).


Help with CTP Insurance is temporarily unavailable in our branch

During the pandemic, our CTP Insurance teams are only available over the phone or on email, not in our branch.

If you need help with your CTP Insurance, call us on 1800 633 176 (9am–5:30pm, Mon–Fri).


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.

Wait times over the phone can be longer than usual, so it’s fastest to log in to make a claim for your home or car.