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Customer Support

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


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

Privacy Policy

To access our Privay Policy, please click here.

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