Premiums & payments Q&A

Important note:

The following questions are to be used as a reference guide only and do not substitute or replace your insurance contract, the PDS or Certificate of Insurance.

How can I pay for my home and/or contents insurance policy?

You can pay by direct debit from a credit card or bank account. We’ll set up an automatic payment schedule for you so you don’t need to worry about missing a payment.

I’ve been contacted about a refund, what do I need to do?

Ensure your contact details and payments details are up to date on your account. ​If details are up to date, your refund will land in your account in the timeframe noted on your notification letter.​

Give us a call if you have any questions about your refund, we can provide more information or help you update your account details.​

Why do you need payment details from me?

To refund you, we will need a bank account or credit card details to send the money to.​

Where do I update my payment details?

Log into your 'My Account' portal to update your details, or give us a call on 1300 919 022.

My policy is no longer active, what do I need to do?

If your policy is no longer active, but you need to update your payment details, please give us a call on 1300 919 022 our staff will be able to process the refund over the phone. ​

What will happen if I do not respond?

To refund you, we will need a bank account or credit card details to send the money to. We encourage you to contact us so that you can receive your refund. 

What can I do if I am not happy with the refund amount?

If you are not happy with the refund amount or have a complaint, please contact us on 1300 919 022.

How can I reduce my home and/or insurance premium?

You can reduce your home and contents premium by choosing a higher excess. Remember though, that while your premium will be cheaper, you will have to pay a higher excess if you need to make a claim.

How do I renew my home and contents insurance policy?

If we offer renewal, the policy will automatically renew as per the renewal notice, unless you tell us otherwise. We will send you this renewal notice at least 14 days before your renewal date which will outline what you need to do to stay covered. You should check your renewal notice carefully and contact us on 13 19 48 if you need to make any changes to your policy or details.

With automatic renewal, your renewal notice will set out the proposed new policy terms and premium. If no changes are required to your policy and your premium payments are up to date, you don’t need to do anything – your policy will automatically renew. If you would like to opt out of automatic renewal, please email us at with your name, phone number, date of birth and policy number.

If you opted out of automatic renewal, your renewal notice will advise you to call to continue your cover. We will provide you with a quote and policy terms. If you’re happy to proceed, we will renew your policy.

What payment frequencies do you have?

You can pay your home and/or contents insurance (as well as car insurance) premiums by the month or you can pay less by electing to pay annually.

Can I delay my monthly home and contents insurance payment?

We are unable to delay payments, however, if one of your payments is unsuccessful, you have 30 days from your payment due date to make the payment before your policy is cancelled. If your policy is being renewed and your payment is unsuccessful, you will have 14 days from your payment due date to make this payment.

What happens if my payment date falls on a weekend or public holiday?

If your payment date happens to fall on a weekend or public holiday, the payment will be taken out on the next business day.

Why has my home and contents sum insured increased on my renewal documents?

Each year at your insurance renewal, we automatically adjust the amount you are insured for to help the cover keep pace with the increasing cost of building and repairs. In addition to this adjustment, you may also need to consider (amongst other things) the value of any new contents or recently completed improvements to your home.

Are my bank / credit card details protected?

We take the collection and privacy of your details very seriously and ensure that your details remain secure once they are entered into our system. Our Privacy Collection Notice details how we treat the security of your personal information.