We are here to help
We recognise that we are all likely to experience vulnerability at some point in our lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress. We are committed to supporting customers through these tough times with respect, flexibility, dignity and care. This means we will make reasonable adjustments and put in place appropriate support to take into account of these support needs and provide access to flexible options. This may include referring to additional support, such as people or services with specialist training and experience.
We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.
If you would like to discuss your insurance needs in a language other than English, please call us on 1300 725 154, select option 1 for policy enquiries, and we will arrange this for you where possible.
You can also contact the government translation service, TIS National, on 131 450 (within Australia) or +613 9268 8332 (international).
The National Relay Service is a service provided by the Australian Government. If you find it hard to hear or speak with people who use a phone, you can register to become a user of the service by accessing their website.
If you’re experiencing family or domestic violence, we are here to support you with compassion, respect, flexibility and care.
You can find out about the support we can offer you through our Family Violence Policy.
Financial hardship is when you may have difficulty in meeting your financial obligations. Our policies and training of employees assists them to identify if you are experiencing financial hardship and decide how we may be able to provide support to you.
This support could include fast-tracking of claims if you have an urgent financial need, payment options for your claims excess, or putting action to recover an amount from you on hold if we identify you are experiencing financial hardship. Please call us on 1300 725 154 or call the National Debt Hotline on 1800 007 007.
Online Travel Insurance is committed to delivering high standards of service to our customers. However, we do recognise that sometimes we may not meet your expectations.
Find out more about our General Insurance Complaints & Dispute Resolution policy.
Vulnerable customer support services
We understand if you are experiencing difficulty and are ready to provide additional support you might need at this time.
If you need support from someone else such as a lawyer, consumer representative, interpreter, family member or friend, please let us know and we will work with you to accommodate your request.
Always call 000 if you or your family are in immediate danger.