Insurance Cover and Premium
Q. Can I insure my child's laptop for school?
Yes, you can insure devices your children may need for school including laptops, tablets and phones. Here are some important facts:
1. If your child is under 18, a parent/guardian will need to be listed as the Policy Owner. Don’t worry, your child will still be covered under the Policy.
2. The address at which you register the item should be the child’s home address, NOT the school address.
3. Area of coverage will depend on whether you choose to add optional extras to your cover. If you choose ‘Theft cover anywhere in Australia’, the item will be protected for theft anywhere in Australia. If you choose ‘Accidental damage’, the item will be protected for accidental damage occurring anywhere in Australia. If you do not select these optional extras, the item will only be protected at home.
Q. Do the items I insure have to be new?
No. You can insure your items with us regardless of their age.
Q. Can I get portable cover for my item?
If you choose ‘Theft cover anywhere in Australia’, the item will be protected for theft anywhere in Australia. If you choose ‘Accidental damage’, the item will be protected for accidental damage occurring anywhere in Australia. If you do not select these optional extras, the item will only be protected against loss or damage at home caused by the events listed in the policy.
Q. Can I insure my instrument if I’m a professional musician?
Instruments can be insured for personal use, however the use of nominated property for any business, trade or profession is not covered.
Q. Is there a limit to the number of items I can insure?
There is no limit to the number of items you can insure.
Q. What is covered in terms of events?
We provide cover for loss or damage occurring at your home caused by events listed in the policy. If you choose ‘Theft cover anywhere in Australia’, the item will be protected for theft anywhere in Australia. If you choose ‘Accidental damage’, the item will be protected for accidental damage occurring anywhere in Australia. If you do not select these optional extras, the item will only be protected against loss or damage at home caused by the events listed in the policy.
Q. How long is my policy valid for?
The length of your policy is set out in your Certificate of Insurance which is accessible from your online account once payment is received.
Q. What is "nominated property"?
These are items in your home you nominate to insure under the policy. For example, you may nominate to insure your laptop, tablet or TV.
Q. What if the item I want to insure is not listed on your website?
If there is something you want to insure that is not listed on our website, please contact us and we will see what we can do to include that item in the future.
Q. How does this product differ from traditional Contents insurance products?
We offer simple, single item insurance for items that you have in your home such as your laptop, tablet or TV. You can select the items you want to insure and whether you want to insure them just in your home or take out optional portable covers ‘Theft cover anywhere in Australia’ or ‘Accidental damage’ too.
Q. Do I need to contact you if I sell one of my insured items and replace it with another during the insurance policy period?
Yes, to ensure that your new item is adequately covered please login to your account to delete the item you no longer need covered and add the new item. We can make pro-rata adjustments to your policy premium to ensure you only pay for what you have covered.
Q. Why do you not offer discounts e.g. 'No Claims Discount' or 'Loyalty discounts'?
We do not offer discounts as our philosophy is to offer the lowest possible price to all customers.
Q. How is my premium calculated?
There are a number of factors we take into account when determining your premium, including but not limited to the location of your home and the type and amount of cover you require.
We calculate your premium by combining:
- pricing factors,
- policy options, and
- government charges.
To find out more about how we work out your premium, please refer to the Product Disclosure Statement.
Q. How do I make a claim?
You can lodge your claim online by logging into your account.
Q. I need to make a claim - what's my excess going to be?
An excess is the amount that you need to pay towards each item of property if you make a claim for your insurance. The amount of the excess depends on the particular item insured and will be shown on your Certificate of Insurance.
Q. If I pay my premium by instalments, do I need to pay the remaining instalments to make a claim?
If you pay your premium by instalments, then before we pay any claim we will deduct:
a) any Premiums that are due but haven’t been paid; and
b) all upcoming Premium instalments between the date of the claim and the end of your Period of Insurance.
Q. How are claims paid?
If your valid claim is accepted, we aim to have your item repaired or replaced within 14 days of acceptance. We may choose to provide you with a replacement item or with a voucher to purchase an equivalent item through one of our suppliers (for example, JB Hi-Fi) or pay you a cash settlement. The maximum amount we will pay for any item is the sum insured for that item as shown on the Certificate of Insurance.
Here are some claim examples (these are examples only and do not cover all scenarios or benefits; and do not form part of the policy terms and conditions).
Claim example 1 – loss or damage to Nominated Property – replacement and repair
You insure a number of items as Nominated Property including a refrigerator with a sum insured of $2,000, a laptop with a sum insured of $3,500, a television with a sum insured of $2,000 and a microwave with a sum insured of $450. An excess of $50 individually applies to the refrigerator, the television and the microwave. An excess of $150 applies to the laptop.
Your laptop, television and microwave are stolen and Your refrigerator is damaged when the burglars attempt to steal it during a burglary at Your Home. We accept Your claim and assess the cost to repair the refrigerator to be $500. A supplier confirms that the laptop can be replaced with a similar laptop for $3,500, the television can be replaced with a similar television for $2,000 and the microwave can be replaced by the same model microwave for $400.
We arrange for a repairer to repair the refrigerator, and the supplier to replace Your laptop for $3,500, television for $2,000 and microwave with the same model for $400. We pay the repairer $500 to repair the refrigerator and pay the supplier $5,900 to supply the laptop, television and microwave. You would pay Us $300 representing the $50 excess for each of the refrigerator, the television and microwave and $150 excess for the laptop.
Claim example 2 – loss or damage to Nominated Property – replacement
You insure a number of items as Nominated Property including a television with a sum insured of $1,900. An excess of $50 applies to the television.
Your television is destroyed in a fire at Your Home. We accept Your claim and You agree to accept a store credit in settlement of the claim. We provide you with a store credit for $1,850. The applicable excess of $50 has been deducted from the store credit.
Q. How do I check the status of my claim?
Please contact us if you want to find out the status of your claim.
Buying and Renewing a Policy
Q. How can I obtain a quote?
You can obtain an online quote through our website.
Q. What information do I need ready to obtain a quote?
You will need to know:
• The suburb and postcode that you live in,
• Brand/model and replacement value of the item/s you wish to insure.
Q. How do I pay for my premiums?
We accept a range of payment methods including PayPal and credit card. If you prefer direct debit, you can link your bank account details through PayPal.
Q. What are my payment options?
You can pay your premium annually or by monthly, fortnightly or weekly instalments.
If you pay your premium by instalments and any instalment remains unpaid for a month after its due date, your policy will be automatically cancelled at the end of the one month period. If you pay your premium by instalments and your financial institution declines our direct debit request, you may be charged a dishonour fee.
Q. When will my insurance start?
Once you have completed and we have accepted your application, you will be given a policy number and a Certificate. The Certificate will show when your policy starts. If you take out your policy online, you will be covered from the time you are issued with a Certificate.
Q. Do you offer insurance all over Australia?
Yes, but where your items are covered will depend on whether you choose to add optional extras to your cover. If you choose ‘Theft cover anywhere in Australia’, the item will be protected for theft anywhere in Australia. If you choose ‘Accidental damage’, the item will be protected for accidental damage occurring anywhere in Australia. If you do not select these optional extras, the item will only be protected at home.
Q. Can I insure extras to my main item? For example, my camera lens or my laptop accessories?
Yes, you can add as many items as you wish. However, if the extra item (e.g. camera lens in addition to a camera) exceeds the maximum insurable amount for one item, you will need to insure the additional item separately.
Q. How old do I need to be?
Policy Owners must be at least 18 years of age. However, people under 18 can still be protected by a Policy – for example, if a parent takes out a policy on their child’s behalf.
Q. Can I insure an item for an amount higher than your maximum quoted? For example, a $10,000 laptop when the limit is $7,000.
There are limits for different item categories. However, please contact us to see if we can meet your request.
Q. What if I need help during the online quotation process?
If you need help during the online quotation process, please contact us.
Managing My Policy
Q. I need to cancel my policy. What do I do? Will I get a refund?
No problem, you can cancel your policy at any time by contacting us.
Cancelling within the cooling off period – If you change your mind within 21 days of purchasing your policy and you haven't made a claim, you can cancel your policy and receive a full refund.
Cancelling after the cooling off period – You can still cancel your policy after the cooling off period. If you pay by instalments, we will not charge any further instalments from cancellation but we will not refund any instalments already paid. If you pay an annual premium, we will refund the premium for the period after cancellation.
Q. How do I reset my password?
To reset your password, go to reset password and follow the prompts to log into your account. You can enter your email address and we will email you a link from which you will be able to reset your password.
Q. How do I change my details like my contact numbers, email and address?
You can change your details by logging into your account on our website.
Q. How do I check if my policy is current?
You can check by logging into your account on our website.
Q. Is my personal information secure?
Q. What do I do if I have a complaint or dispute?
If you have a complaint, please contact us. We will do everything possible to resolve the matter on your first contact. If your complaint is not resolved, you may refer it to a manager who will try to resolve your complaint within 15 working days. If your complaint is still not resolved, your complaint will be treated as a dispute and referred to Our Internal Dispute Resolution ('IDR') process.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001