Important message for metropolitan Melbourne customers
If you need to make a car insurance claim, we can arrange to have your damaged car towed from your home, even if it's still safe to drive. This will help you comply with Melbourne metro's stage 4 coronavirus restrictions, which include stay-at-home rules. After assessing, repairing and sanitising your car, we'll return it to your home.
To change your policy details or make a claim, please call us on 1300 360 066.
To change your policy details or make a claim, please call us on 1800 181 543.
If you need to lodge a claim with us, you must do so within 30 days of returning to Australia.
A quick and easy way of doing this is to claim online.
Alternatively, you can:
You can also lodge your claim over the telephone. Call us on 1800 694 227 (within Australia) or +61 7 3707 3463 (outside Australia) and a member of our team will help you lodge your claim over the phone.
How people with disabilities and language barriers can contact us by phone; and information about the accessibility of our website.
We’re here to support our customers by responding to claim events with expertise, compassion and efficiency.
If you’re having trouble meeting your financial obligations to us (excluding premium payments), you can ask us for financial hardship support.
Step 1. Contact us
We’ll ask you some questions to understand your circumstances, explain the financial hardship application process and answer any questions, please call us on 1300 360 066.
Step 2. Complete the financial hardship application
We will ask you to complete a financial hardship application. Depending on your specific needs, the circumstances and the amount we may request supporting documentation to assist us in reviewing your application for support.
Step 3. Assessment of application
Once we’ve received the completed form and any required supporting documents, we’ll assess your application and communicate the outcome to you in writing within 21 days.
Auto & General Insurance Company Ltd subscribe to the General Insurance Code of Practice 2020 (‘the code’). Part 10 of the code outlines financial hardship support. The Code is independently monitored and enforced by the Code Governance Committee. The code can be accessed by visiting: http://codeofpractice.com.au/.
What is financial hardship?
Financial hardship means you are having difficulty meeting your financial obligations to us.
How do we assess financial hardship requests?
Auto & General assess financial hardship applications on a case by case basis to support customers based on their individual circumstances.
Am I eligible for support with my premium?
Financial hardship support does not include the payment of premiums. If you are having difficulty making premium payments we encourage you to contact our Service team.
Natural Disasters and fast tracking a claim:
Where a natural disaster has occurred and you need to make a related claim which has caused you an urgent financial need, we will do either or both of the following:
What if I’m not satisfied with the outcome?
If you are dissatisfied with any aspect of our service, including the support we have offered as part of your financial hardship application, please contact us to make a complaint.
The National Debt Helpline is a not-for-profit service that offers free, independent and confidential financial counselling to help people tackle their debt.
National Debt Helpline
1800 007 007
9:30am-4:30pm AEST, Monday - Friday
National Debt Helpline Website
Our Domestic and Family Violence Policy supports customers by protecting their privacy and offering timely, targeted support.
Auto & General Services t/a Ozicare
9 Sherwood Road
Toowong QLD 4066