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Customer Support


What to do if you’re experiencing vulnerability

We know our customers may find themselves in circumstances, at different times in their lives, where they need extra support. If you’re an Elders Insurance customer in need of extra care, we have a number of support measures and resources available to support you.

Family and Domestic Violence Customer Support Policy

Family and domestic violence is a complex issue that Elders Insurance takes seriously. Please visit our page here to view our policy as well as links to other support services that are available.

Helping our customers during COVID-19

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. For further information please visit our COVID-19 Information Hub

Support for our customers impact by the 2019/2020 bushfires

The scale and impact of the bushfires across Australia is deeply felt by everyone at Elders Insurance. It has been devastating to many of our customers, team members and their communities. We extend our deepest sympathies to anyone impacted by these catastrophic fires as well as admiration for everyone who worked tirelessly to battle the bushfires and the countless volunteers supporting them.

With bushfires causing significant damage across the country, we’re working hard to support our customers as quickly as possible. Our team of dedicated local agents, claims officers, assessors and tradespeople are available ready to assist.

The following assistance is available to support our customers impacted by the bushfire:

  • Emergency cash payments for customers who need immediate help with accommodation, food and clothing. This can be accessed before a claim is lodged or assessed. If you’re in urgent need of ‘make safe’ repairs, please contact us straight away.
  • For our customers evacuated from holiday destinations due to bushfire, we can assist to get you back home and return your vehicles as soon as it’s safe to access them.
  • For customers who need to make a claim we have waived the excesses for personal (non-business) claims related to the bushfires. This includes personal insurance claims for home buildings, home contents, domestic landlords, motor vehicles, caravans and pleasure craft used for private use. Please contact your local agent for more information, including eligibility criteria.
  • To support our customer wellbeing during this difficult time Elders Insurance is offering free professional counselling to our customers, irrespective of whether you are making a claim. Call 1800 808 374 and identify yourself as an Elders Insurance customer. 

For futher information please visit our Bushfire Information Hub

Complaints 

To access more information on our complaints process, please click here.

Privacy Policy

To access our Privay Policy, please click here.

Professional support

There are also a number of free external support services available if you’re facing challenging personal circumstances and need help. The following services are available to all Australians. However, in an emergency, or if you’re not feeling safe, always call 000.

 

National Debt Line | (t) 1800 007 007 | 9.30am to 4.30pm, Monday to Friday
Provides access to a local financial advisor.

Translator Services | (t) 13 14 59
Free phone service to access an interpreter, 24 hours, 7 days a week.

Services Australia | https://www.servicesaustralia.gov.au
Government services available for both students and older Australians.

Lifeline | 13 11 14 (24-hour crisis support)
24-hour support for anyone across Australia experiencing a personal crisis or thinking about suicide.

MensLine Australia | 1300 789 978
24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties.

1800 Respect | 1800 737 732
24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.

Women's Legal Services Australia | http://www.wlsa.org.au/
A national network of community legal centres specialising in women's legal issues.

Aboriginal Family Domestic Violence Hotline | 1800 019 123
A dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.

Centre for Rural and Remote Mental Health | (02) 6363 8444
Provides leadership in rural and remote mental health research, evidence-based service design and delivery. They do not provide emergency services.

GriefLine | https://griefline.org.au/
Support for people experiencing grief, loss and trauma.

Relationships Australia | 1300 551 800
Relationship support services for individuals and families, including counselling, family dispute resolution and education support programs.

STARTTS | 02 9646 6800
STARTTS' services are free for people of any age who have survived torture, trauma or both and are refugees, asylum seekers, or from refugee-like backgrounds.

National Aboriginal Community Controleed Health Organisation | https://www.naccho.org.au/
National peal body representing Aboriginal Community Controlled Health Services across the country on Aboriginal health and wellbeing issues.

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