Frequently Asked Questions - General

What does life insurance cover?

Life insurance generally covers you for death or terminal illness.

How do I get life insurance?

It’s very easy to apply for Seniors Term Life Insurance. All you need to do is answer eight questions about your health, tell us how much you want to be covered for, and we’ll do the rest. Get started today.

Read more about the different ways you can apply for life insurance.

Is a life insurance payout tax deductible?

The good news for older Australians is that your life insurance payout will usually be tax free. This is important as it means that any money you or your family receives will be able to be put towards your general expenses or bills. In most cases if a beneficiary of a life insurance policy receives the death benefit, this payout is not counted as taxable income, and they will not have to pay taxes on it. However, it is important to note that premiums are not tax deductible (in most cases). Read more about life insurance and tax considerations.

Who gets my life insurance when I die?

Your life insurance payout will go to your nominated beneficiaries, or your estate if you haven’t nominated anyone to receive the benefit. You can nominate up to five beneficiaries to receive the benefit when you pass away, and they can be relatives or other people you nominate. Download a Nomination of Beneficiaries Form now to get started.

How does term life insurance work?

There is a set period of time that your insurer will cover you for; and this is what is referred to as the term. Term life insurance covers you during this agreed amount of time. During this stage, if you were to pass away or suffer a terminal illness, you or your nominated beneficiaries will be paid a lump sum payment to assist with any bills, whether they are medical bills, a mortgage, funeral costs or other essential payments that are due. Read more about term life insurance.

What is group universal life insurance?

Group universal life insurance is distinguished from typical life insurance cover as it is given to a group of people rather than a single individual. Usually this group has common factors, such as all being employees of a particular employer. Most group universal life insurance policies will include death cover, terminal illness cover, and at an additional cost Total and Permanent Disability cover (TPD). The characteristics of the group determines the pricing and eligibility of the policy. Read more about group life insurance.

Can I switch life insurance companies?

As an older Australian, it is good to know that you have options to suit your personal needs, as your life progresses. If your circumstances or financial position was to change then you may wish to review your cover. It can be a good idea to review your cover details regularly, to make sure your existing policy suits your current situation and needs. It’s also important that you consider factors before cancelling any cover such as waiting periods or condition exclusions, particularly if you are approaching an older age.

What if I have a complaint?

We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:

  • Phone – 1800 004 005 (Monday to Friday between 8am and 8pm AEST)
  • Writing – Customer Support Complaints, Australian Seniors, Reply Paid 6728, Baulkham Hills NSW 2153 

Our complaint resolution process has three steps.

1Initial response

Usually when you have a complaint, we can resolve it immediately on the phone. If we cannot immediately resolve your complaint to your satisfaction, we will refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 24 hours (or one business day) where reasonable. If we are still unable to resolve your complaint within five days or your complaint is in relation to hardship or the value or decline of a claim, we will escalate your complaint for review by our Internal Dispute Resolution team.

2Internal dispute resolution

All matters escalated to our Internal Dispute Resolution team will be responded to in writing. After full consideration of the matter, a written final response will be provided within 30 days that will outline the decision reached and the reasons for the decision.

3External dispute resolution

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the scope of AFCA’s Complaint Resolution Scheme Rules. AFCA is a free, fair and independent dispute resolution scheme.

You may contact AFCA at:
Australian Financial Complaints Authority

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Cover the people that matter most today

For total peace of mind for your entire family, call our friendly team now. We’re here between 8am and 8pm Monday to Friday on 1300 050 510. You can also request a call-back at a time that suits you.