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
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.
COVID-19 benefit for private-use car insurance customers
We know many of you are facing increased financial stress as a result of the situation with COVID-19 so we have launched a benefit for our private-use motor insurance customers.
Who is eligible for the COVID-19 e-gift card benefit?
Eligible comprehensive car insurance customers will receive a one-off COVID-19 benefit in the form of a $50 e-gift card, while third party (excluding Compulsory Third Party CTP), third party fire and theft, motorcycle and caravan insurance customers will receive a $25 gift card.
When will the e-gift card COVID-19 benefit be received?
For customers with an existing eligible policy on 30 June 2020, we’ll send you your gift card on the week commencing the 24th of August 2020.
We’ve now extended the benefit to customers taking out a new eligible policy between 1-31 July 2020. As long as this policy is current on 31 July 2020, you’ll receive your gift card the week commencing the 24th of August 2020 as well.
Please note: new policies in their cooling off period must be held for the full 21 days before they become eligible for the COVID-19 gift card benefit.
Where can the e-gift card benefit be redeemed?
We’ve appointed Prezzee as the provider for our e-gift card with customers able to choose to redeem this from more than 100 large and small retailers across Australia. For more information on which retailers are available visit: prezzee.com.au/store
What do you need to do?
There’s no need to contact your local Elders Insurance Agent about this as we’ll shortly be in contact directly with the details of how to access this COVID-19 e-gift card benefit.
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: