Suncorp Life’s Financial Hardship policy

Financial Hardship Policy

If you need support with any of our insurance products or services, we’re here to help you.

Financial hardship

We’re committed to supporting customers facing financial hardship. Our Financial Hardship Policy can help you access support and services when you need them most.

How we can support you

If you’re in financial stress and are unable to pay money owed to us, we may — in certain circumstances — agree to:

offer instalment payments
delay or extend payment terms
put the recovery of monies on hold
release your debt (where appropriate)
agree with you to pay a reduced lump sum amount
deduct an excess from a claim amount (cash settlement), and/or
give you access to our financial hardship support team

Managing our debt collectors

Our agents have been trained to manage financial distress. However, you may still contact us. If you tell our collection agent or solicitor that you’re in financial distress they must notify us and will give you information in writing about our Financial Hardship process.

How to apply for support

If you’re going through financial hardship, please contact us today. We’ll provide you with a form to apply for financial support and help you through the application process.

Please let us know if we can help refer you to external services such as community support and financial counselling services.

Natural disaster and fast tracking of urgent claims

We support all our customers and their communities by responding to catastrophes and natural disasters efficiently, professionally and compassionately.

If a natural disaster has meant you have to make a claim under your policy and caused you financial hardship, we may:

fast track both our assessment of your claim and the process we follow to make a decision about your claim, and/or
pay you an advance amount in order to ease your urgent financial need within 5 days once agreed.

If you’re in this position, please let us know – we’re here to support you.

Access to other information and support

Here are free and confidential financial counselling resources that can provide advice to Australians in every state and territory:

Contact the National Debt Helpline on 1800 007 007
Visit the ASIC MoneySmart website
View the Good Shepherd website for affordable financial programs to people who are financially excluded

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GENERAL INSURANCE

Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.

General Insurance (including Home Building, Home Contents, Landlord, Strata, Car, CTP, Motorcycle, Caravan, Motorhome, Boat Insurance, Business Insurance and Barristers Insurance) is issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance.

SUNCORP HEALTH INSURANCE
Suncorp Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib), a registered private health insurer, and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib. Read the policy booklet before buying this insurance.

SUNCORP LIFE INSURANCE
Suncorp Life Insurance products, other than in some circumstances the Redundancy Benefit, are issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL companies are not part of the Suncorp Group. TAL Life uses the Suncorp brand under licence from the Suncorp Group. Redundancy Benefit provided on or before 31st March 2020 was issued by AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI) which is part of the Suncorp Group. New Redundancy Benefit policies and renewals offered from 1st April 2020 are issued by TAL Life. The different entities of TAL and the Suncorp Group of companies are not responsible for, or liable in respect of, products and services provided by the other.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). General advice does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold a Life Product you must read the relevant Product Disclosure Statement. The Target Market Determination (TMD) for the product is also available.

TAL Life is proud to have adopted the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities.