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Supporting our customers and team members during COVID-19


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

If you already have a claim with us and are experiencing financial hardship please contact your local Elders Insurance agent for support.

We’ll be monitoring the situation as it unfolds and will keep you updated as we work through the most appropriate ways to respond to our customers needs and the health and safety of all. We appreciate your patience during this time.

For updates on COVID-19 please visit:

Australian Government, Department of Health https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert

Australian Government, Department of Home Affairs https://www.homeaffairs.gov.au/news-media/current-alerts/novel-coronavirus

World Health Organisation - https://www.who.int/

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