Frequently Asked Questions
Life insurance FAQs
- I have life insurance as part of my super, is that enough?Good question. Most Australians have some form of life insurance through their super. The default level of cover is not based on your unique current and future financial obligations, so you may want to check to see if it’s enough. It may not be possible to take up some types of cover through your super fund. You may also want to consider whether you’re able to take your insurance with you if you leave your employer.
- What additional features can I set up over the phone?You will need to speak to a member of our team on 13 49 60 about including any of the following:
- Bundling – Bundled Insurance is when the the Insurances that pay a lump sum (Life, TPD and Trauma) are linked together. A benefit payment under one of the Insurances within the bundle will reduce the benefit available under other Insurance within the bundle by the amount that has been paid.
- Cover Pause - In case of financial hardship, you can pause your cover for up to three months. You won’t pay premiums but you also won’t be covered during the Cover Pause period and 3 months after you restart paying premiums. It’s easy to switch on your cover again within 3 months and you won’t need to go through the health and lifestyle assessment again.
- Premium Relief (For Life Insurance, TPD, Trauma Insurance) – If you add this option, you won’t need to pay your premiums if you are unable to work for at least three consecutive months due to illness or accident.
- Increasing Claims Option (For Income Protection only) – If you are receiving benefit payments, Increasing Claims allows the benefit amount to increase based on the indexation factor or 3%, whichever is lesser. (This can only be set up over the phone).
- Day One Accident (For Income Protection only) – instead of having to wait out your chosen waiting period, if you’re disabled for the entire waiting period your payments will start accruing from the first day you’re off work due to a total disability from an injury (only available to 2 and 4 week waiting periods).
- How to structure your policy – Stepped & Level premiumsJust as you choose the type and level of cover that’s right for you, you can also decide how you’d like your premiums to be calculated. Qantas Insurance gives you the choice of Stepped Premiums or Level Premiums.
Unfortunately, your insurance risk increases as you age – so at the Policy Anniversary after age 64, your Level Premiums will change to Stepped Premiums.
- Stepped Premiums generally start out less expensive but increase as you age, and are a good option if you want to pay less to begin with and then more as your income grows.
- Level Premiums generally start higher but do not increase each year with your age. Level premiums can increase through general premium rate rises and through Inflation Protection.
- How do I make a claim?When you make a claim you or your family will be supported by a dedicated Claims Manager. Your Claims Manager will be with you every step of the way to listen, understand your situation, answer your questions and support you.Your Claims Manager will take as much of the burden off you as possible, including collecting details over the phone where feasible so your claim progresses as quickly and efficiently as possible.Simply call us on 13 49 60 to get the process started Monday to Friday 9am - 7pm (AEST)
- What is Inflation Protection?Inflation Protection helps make sure that you’re not underinsured (and caught out) due to the rising costs of living. This means we’ll increase your Benefit Amount each year to help guard against Inflation, and your premiums will increase in line with this change.Inflation Protection can be applied to both Stepped and Level premium policies. You can decline a Inflation Protection increase for a given year or request to remove this entirely.Life, TPD and Trauma Insurances are indexed in line with the CPI or 5%, whichever is greater, and Income Protection Insurance is indexed by the CPI or 3%, whichever is greater.
- Can I cancel my policy if I no longer need it?Yes, you can cancel your policy. To cancel your policy simply contact us.
- What happens in the event both my partner and I pass away and they're my beneficiary?In this situation, your benefit will be paid to your Estate.
- What are Accident, Adventure Sports and Illness Cover?These are the three types of Covers you can purchase to create your Life Insurance.
- Accident Cover specifically protects you against Accidental Death, such as in a car accident.
- Adventure Sports Cover - If you take up Accident Cover, you can extend it with Adventure Sports Cover. Adventure Sports Cover is additional protection if you’re into extreme sports like scuba diving and hang gliding.
- Illness Cover takes care of those you leave behind if you pass away from serious illness like cancer, or a diagnosed Terminal Illness.
- What is Bundled insurance?Bundled Insurance is when the Insurances that pay a lump sum (Life, TPD and Trauma) are linked together. A benefit payment under one of the Insurances within the bundle will reduce the benefit available under other Insurance within the bundle by the amount that has been paid.
- What is Standalone insurance?A Standalone Insurance is not linked to any other insurances. Payment of a benefit under a standalone insurance will not reduce the benefit of the other insurances. If you make a claim there is no effect on the Benefits of your other insurances.
- How does Bundled Cover work when I make a claim?If you Bundle TPD or Trauma Insurance with Life Insurance Cover, the payout of one Cover will reduce the Benefit Amount of the Covers within the Bundle by a corresponding amount.For example: You take out $1,000,000 of Life Insurance and Bundle this with $500,000 TPD and $250,000 Trauma Insurance. Two years later, you are diagnosed with a Brain Tumour and make a claim on Trauma Insurance under Cancer Cover.When your claim is approved and $250,000 has been paid to you, you are no longer Covered by Trauma Insurance and the Benefit Amount for the other Covers within the same Bundle reduces in line with the Benefit Amount paid. In this case:
For more information please see the 'Choosing between Standalone and Bundled Insurance' section of the PDS
- Your Life Insurance Cover amount reduces to $750,000
- Your TPD Cover amount reduces to $250,000
- Need additional support?Transport to Medical Appointments from rural or regional locationsAs part of the assessment of an application or a claim, it is sometimes necessary to request our customers be examined by an independent medical specialist or, for a claim, to attend rehabilitation related services.In all cases, to inconvenience you as little as possible, every effort will be made to organise appointments close to your home. However, for rural and regional customers, if a suitable provider is not located in your local area, Qantas Life Insurance will pay reasonable costs for your transport to attend the medical appointment.If flights and accommodation are required for you to attend medical assessments, this will be organised for you. If there is a medical reason you cannot travel alone, we’ll also consider paying any travel costs for someone to accompany you. Please note, approval is required from Qantas Life Insurance prior to the appointment.If you have a disability, please speak to your Customer Service Representative or Claims Case Manager to ensure that there is suitable access for you at the medical appointment.In all cases, please speak to your Qantas Life Insurance Customer Service Representative or Claims Case Manager prior to incurring any expenses to confirm what payments can be reimbursed. They are committed to helping you find a suitable solution.Assistance for customers having difficulty meeting timelines or identification requirementsSometimes, it may be difficult for you to attend medical appointments or to obtain the necessary documentation in the timeframes required to keep your application or claim open.If this happens, Qantas Life Insurance will work with you to agree on reasonable timeframes, help you book medical appointments, and obtain the required documentation to support your application or claim.When information is required, you’ll be contacted and kept updated about the process. Equally, you need to keep us updated on your efforts to ensure your application or claim remains open.If you’re experiencing difficulties or need help, simply contact your Qantas Life Insurance Customer Service Representative or Claims Case Manager.
- Need additional support contacting us?Translation ServicesFor our non-English speaking customers, there’s a free Translation and Interpretive (TIS) service available through the Australian Government. This can be accessed by calling TIS on 13 14 50. TIS will organise a translator for the language you require, then they will call us. Qantas Life Insurance will accept the full cost of the translation service. Pre-booked phone interpreters can also be arranged in advance of an appointment. Please speak to your Qantas Life Insurance Customer Service Representative or Claims Case Manager.National Relay ServiceThe National Relay Service (NRS) ensures Qantas Life Insurance is accessible to customers who have a hearing or speech impairment.To access a Qantas Life Insurance telephone number:
- TTY (Text Telephone) users – phone 13 36 77 then provide the Qantas Life Insurance phone number you wish to contact
- Speak and Listen (speech-to-speech relay) users – phone 1300 555 727 then provide the phone number you wish to contact
- Internet relay users – visit the National Relay Service website, and provide the phone number you wish to contact.
- What is the Life Insurance Code of Practice?The Life Insurance Code of Practice (‘the Code’) refers to the customer service standards that all life insurers who are members of the Financial Services Council (FSC) need to comply with from 1 July 2017. They apply to sales, marketing, underwriting and claims practices, to simplify the experience customers have with life insurers.The aim of the Code is to commit insurers to the achievement of high customer service standards and continual improvements within the industry, increasing overall trust and confidence.Why is the Code of Practice important?It’s important because a contract of insurance is based on the principle of good faith. Both the insurer and the customer are required to act honestly and fairly towards each other, and for the insurer to have the best regard for the customers’ interests. The Code of Practice will enhance consumer rights and lift industry standards in order to deliver better customer outcomes.What can you expect from us?To achieve better outcomes for you, Qantas Life Insurance will:
Our commitment to the Code of PracticeQantas Life Insurance and its chosen underwriter, TAL, accept and adhere to the industry’s Code Of Practice and support the promotion and monitoring of it by the Financial Services Council. Our clear, overriding commitment is to you, the customer, so you receive superior customer service now and in the years to come. Download a full version of the Code of Practice.
- Be honest, fair, respectful, transparent, timely – and use plain language
- Monitor all sales by our staff and, if deemed inappropriate, will discuss a remedy such as a refund or replacement policy
- Provide additional support if you need it when purchasing or claiming
- Explain the claims process clearly and keep you informed of your progress
- Make a decision on your claim within the timeframes outlined in The Code, and ensure you can access the complaints process if they aren’t met.
- Explain in writing any reasons for denying your claim – and inform you of next steps
- Ensure your right to privacy and restrict the use of surveillance and private investigators
- Abide by the decisions of the independent Life Code Compliance Committee who will monitor our compliance with The Code
- Need more information?
- Complaints and Dispute ResolutionAt Qantas Life Insurance, we are always striving to provide the best service possible. So we welcome your feedback on any ways you feel we can improve our service. If you have a complaint in relation to Qantas Life Insurance or the service we've provided, please get in touch and let us know.and will do all we can to resolve any issues as quickly as possible.Please contact us at:Website: qantas.com/LifeInsuranceTelephone: 13 49 60Email: email@example.comMail: The Manager, Internal Dispute Resolution Team, Qantas Life Insurance, GPO Box 5380, Sydney NSW 2001If you wish to raise any concern about an issue, we will investigate and respond to your complaint within the timeframes outlined in the PDS for your policy. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.Website: www.afca.org.auEmail: firstname.lastname@example.orgTelephone: 1800 931 678 (free call)Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.