Coronavirus response

Helping you stay safe during the COVID-19 (coronavirus) pandemic

How we are helping

During the coronavirus pandemic, you might be feeling uncertain and getting a lot of information from many different sources.

So, we want to keep everything you need to know about our response to the coronavirus in one simple place, with the latest information as things change.

Here are some of the things we’re doing to help you, our teams, and our networks of suppliers (like assessors and repairers) to stay safe in this difficult time.

Are you having financial trouble?

We understand the coronavirus pandemic isn’t only a health issue, it’s putting pressure on people’s finances, too.

If you’re experiencing financial hardship and you’re worried about whether you can make your next insurance payment, you can talk to us.

If you have a Car or Home Insurance policy, you might be able to reduce the excess or premium, or switch from annual payments to more manageable monthly payments (at no extra cost).

Call us on 132 132 (7am–10pm) to learn how we can tailor options for your situation with our Help program.

Support for small businesses

We know this is also a tough time for small businesses all over Australia, and we want to help.

If your business is eligible, we can offer support by deferring your business insurance premium payments for up to 6 months, reviewing your cover with you over the phone, and more.

To learn more, including whether you’re eligible and how you can apply, read our small business coronavirus support information.

Help for landlords

The coronavirus pandemic is affecting landlords and tenants across the country.

If you have a Landlord Insurance policy with us and you’re not receiving the full amount of rent from your tenants because of the coronavirus pandemic, we might be able to help.

Call us anytime, 24/7 on 1300 317 526 to learn about the options for your situation.

Check your travel insurance cover

If you have to cancel your trip because of the coronavirus pandemic, you may be eligible for a refund. 

Or, if your trip is postponed, you can contact us to update your policy details.

Learn more about these options and see other important travel insurance details in our coronavirus travel insurance information, or read the latest claims advice.

Update your touring caravan or boat cover

With government restrictions during the pandemic, you might be using your boat or caravan much less than usual.

We offer 'lay up cover' with our Touring Caravan Insurance and Boat Insurance policies. This lets you keep certain cover at a reduced premium for up to 6 months while you're not using your caravan or boat.

And now, during the pandemic, we're giving you the ability to add lay up cover to your current policy right away (not just when you renew).

If you pay annually, we'll refund you the amount you save when you add lay up cover. If you pay monthly, we'll reduce the premium payments you have left.

You can choose a lay up period between 1 and 6 full calendar months. During the lay up period, you need to keep your caravan or boat secure (like by keeping your caravan in a locked garage, your boat locked under cover at your address, or taking your boat or caravan to a licensed repairer for repairs). If you use your caravan or boat during the lay up period, we'll only cover it if you meet some extra conditions. Read the Product Disclosure Statement for full details.

To add lay up cover to your policy, call us on 132 132 (8am–8pm).

Book an appointment to visit some Sydney branches

To visit most of our Sydney branches, you have to book an appointment first. We can't help you at these branches if you arrive without an appointment.

Our branches now have safety measures like protective screens, and a limited number of people allowed in a branch at once.

Book an online video appointment

You can now book an appointment and talk to us about car and home insurance over video conference.

We're here to help in English, Mandarin and Cantonese.

To talk to us in one of these languages, book an online appointment.

NRMA* helping the community

NRMA* are also supporting communities across NSW.

They’re working with Meals on Wheels NSW and the Australian Red Cross to help look after people in need. They’re also working to keep essential services moving, by making sure emergency service vehicles and delivery vehicles are up and running.

To learn more about what they’re doing to help the community, visit the NRMA* website.

Motorserve car servicing and repairs

Motorserve locations across NSW and ACT are still open, and they’re using new safety measures like keeping social distance, wearing protective gear and increased cleaning.

To learn more and book a service, go to the Motorserve website.

Motorserve Pty Ltd, ABN 41 121 715 393, NSW license number MVRL43713, ACT license number 20000142, is an IAG entity.

Keeping safe when you claim

We’re making changes to how we manage claims to help minimise risk for you and our network of suppliers (like assessors and repairers).

Our network of suppliers will ask screening questions, wear protective gear, and follow all health and safety advice from the authorities.

We’re also using live video assessments, so for some claims we may not have to do assessments in person.

During this time when wait times over the phone are longer than usual, it’s fastest to log in to make a claim for your home or car.