We’re closely monitoring the situation with the COVID-19 coronavirus to ensure we’re responding to the needs of our customers and team members as the situation evolves.
Health and safety are our top priority.
Within our operations, we’re taking precautions to keep our agents, and their team members, as well as the local community safe and well and to enable our insurance services to continue.
We are supporting our team members to comply with all Government advice and protocols, implementing quarantine requirements for any Elders Insurance team members who have travelled overseas, been in contact with a confirmed case of COVID-19, or who are experiencing flu-like symptoms.
We’re taking these actions so our business can continue processing our customers’ claims and offering insurance cover to those who need it. There may be some impact to service levels during this period, for example, some of our Elders Insurance offices may be closed to the public, however our team members are still available to assist via phone and email. Please call your local agent to find out more about the specific arrangements in place at your local Elders Insurance office.
Claims health and safety
We want you to continue to feel secure at claim time so we’re making changes to how we manage your claim. We’ve taken actions to minimise risk for you and for our network of suppliers, including assessors, restorers, builders and repairers.
Our supplier network have now introduced screening questions before any customer visits and are following the latest health and safety advice. We’ve also started using live video assessments with a number of our suppliers in some instances.
Paying Australian suppliers faster
We value our suppliers and are committed to supporting them through these uncertain times. We will look to prioritise payments to our small and medium business suppliers and look at ways to reduce payment terms to no more than 15 business days.
Helping our customers
We are working hard to find the most appropriate ways to respond to our customer’s needs and the health and safety of all. We recognise that many of our customers across Australia are in need of support at this challenging time.
Support for our business customers
We've introduced support measures for our small and medium business (SME) customers experiencing financial hardship as a result of COVID-19.
This includes maintaining expiring premiums, deferred premium payments, continued insurance cover for vacant business premises and cover for commercial motor policies where vehicles are no longer on the road.
Relief benefit for private use motor insurance customers
We have launched a relief benefit for our private-use motor insurance customers as we know many of you are facing increased financial stress as a result of the situation with COVID-19.
Eligible comprehensive car insurance customers will receive a one-off COVID-19 relief benefit in the form of a $50 gift card, while third party (excluding CTP), third party fire and theft, motorcycle and caravan insurance customers will receive a $25 gift card.
If you are eligible for the COVID-19 relief benefit your local Elders Insurance Agent will contact you directly. We’ll also publish further details about how to access the benefit here in the coming days so check back for updates.
We are here to help and support our customers. Please contact your local Elders Insurance agent for more information.
We appreciate your patience during this time.
Tips and guidance while working from home
For updates on COVID-19 please visit: