How to make a complaint
How do I make a complaint?
If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.
You should first contact one of our Customer Service consultants on 1300 467 872. If, after speaking to our team, you are still not happy with our response, you may lodge a complaint with the Australian Financial Complaints Authority:
Want to know more about life insurance? Here are the answers to our most frequently asked questions.
Life cover is a type of life insurance that pays a lump sum if you die, or if you are diagnosed with a terminal illness and your life expectancy is less than 12 months. This kind of insurance cover is sometimes referred to as 'term life insurance' or ‘death benefit’. The payment can be used for any purpose.
With our policy you can choose the amount of cover you need, between $100,000 and up to $1,500,0001, depending on your age. You can renew your cover each year until you reach age 99, provided that you keep your premiums up to date2.
Critical illness cover, also known as trauma cover, pays a lump sum if you suffer a critical illness such as cancer or a heart attack3.
You must be between the ages of 16 and 55 to apply for critical illness cover, and it must be taken out in conjunction with life cover. You can apply for between $50k and $500k1 cover.
Permanently unable to work cover pays a lump sum if you suffer a major physical impairment like blindness4, or a sickness or injury which means you are unlikely ever to be able to work again.
You must be between the ages of 16 and 55 to apply for permanently unable to work cover, and it must be taken out in conjunction with life cover. You can apply for between $100k and $1m1 depending on your age.
The cost of your life insurance policy is your monthly or annual premium. The amount will depend on your individual circumstances, and which types of cover you choose to take out.
We will take into account a number of factors such as your age, your occupation, your health and lifestyle and whether or not you smoke.
You can find out what your monthly or annual premium amount will be by clicking on the ‘Get a Quote’ button below.
Yes, you can apply to insure two people on the same life cover policy or separate policies if you desire.
Our life insurance cover has a 30-day cooling off period. So, if you have second thoughts after buying your policy, you can cancel it within 30 days and get a full refund.
You will not be able to claim a refund if you have already made a claim.
As long as you pay your premiums when they are due, your life insurance policy will stay in place until you reach age 992. It will then expire on the next anniversary of its start date.
If you do not pay your premiums on time, we may be entitled to reduce or refuse to pay a claim and cancel your policy.
You can cancel your policy at any time. If you decide to cancel your policy we will refund the proportion of your premium relating to the unused period of insurance, less the administration fee and any non-refundable government charges. However, we will not refund any premium if you have made a claim.
You cannot make a claim once your policy has been cancelled, either by you or by us.
In most cases, a life insurance policy is owned by the person whose life is being insured. However, you can nominate someone else to be the owner of your policy (such as your spouse). You can also jointly own a policy with someone else (for example in the case of a married couple).
This product is not suitable for self-managed superannuation funds (SMSF) and is not available for purchase through a SMSF.
We would encourage you to speak to your financial planner or accountant who may be able to provide you with advice.
You can apply to increase your cover or to add additional benefits at any time. Your application will be subject to assessment and we do not guarantee to increase cover except in certain specified events such as marriage or children, as outlined in the PDS (see section Guaranteed Benefit Increase in the PDS for terms and conditions), but any cover you already have in place will be unaffected by future applications for increases, even where we decline the increase or agree to cover you subject to special terms.
It’s really important that you keep up to date with your premium payments. If you do not pay your premiums on time we may be entitled to reduce or refuse to pay a claim and cancel your policy. This means you will not be covered and you cannot make a claim.
Premiums are not guaranteed and can change from time to time. Any changes we do make will affect all policies in the same category (for example all 35 year olds), not just your individual policy.
Your premium is calculated each year based on the cover you have selected, any increase in your cover amount by way of inflation proofing5 and your age at that time.
We will notify you of any changes to premium rates at least 30 days before the change takes effect.
In most cases, you will not be able to claim a tax deduction for the premiums you pay for your life insurance policy. However, any lump sum payment we make under the policy would not normally be assessable for tax.
This information is a guide only and is based on current taxation laws. For information about your individual circumstances, it’s important that you contact your tax adviser.
You can pay your premiums by monthly direct debit from your bank account or credit card6. If you prefer you can choose to pay an annual premium instead.
You won’t need to complete any medical tests in order to apply for our life insurance. You can simply complete the online application form and get an indicative quote. Your insurance cover will start from the moment we accept your application, have gone through the payment process and issued your policy.
It is possible that your personal circumstances mean you do not qualify for immediate cover. If this is the case, you may be asked to provide more medical information and you can contact us to discuss your options.
At 1300 Insurance, we offer you the convenience of buying life insurance online, without medical or blood tests to apply. Simply apply online now, or call us on 1300 Insurance to learn more about this insurance or talk to our experienced risk specialists.
This product might be perfect for some people, but there can be a variety of reasons why you might want to talk to a life insurance broker instead. If you are unclear about anything you have read, would like personalised insurance advice, or would simply like to discuss your options, then contact our experienced licensed advisors today on 1300 467 872.
You can also use our online form to request a life insurance quote tailored specifically to you from a life insurance broker.
Thanks for your question.
We try very hard to respond to every question we get in a timely manner, but if your question is urgent you might want to call us on 1300 467 872.