You will need to speak to a member of our team on 13 49 60 about including any of the following:

Just 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.

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)

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.

Yes, you can cancel your policy. To cancel your policy simply contact us.

In this situation, your benefit will be paid to your Estate.

These are the three types of Covers you can purchase to create your Life 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.

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.

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

Please call us on 13 49 60 or take a look at the PDS

As 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.

Sometimes, 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.

For 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.

The 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:

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.

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.

To achieve better outcomes for you, Qantas Life Insurance will:

Qantas 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.

Please call us on 13 49 60 or take a look at the PDS

At 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/LifeInsurance

Telephone: 13 49 60

Email: hello@qantasinsurance.com

Mail: The Manager, Internal Dispute Resolution Team, Qantas Life Insurance, GPO Box 5380, Sydney NSW 2001

We will attempt to resolve your complaint within 45 days of the date it is received. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint. 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.au

Email: info@afca.org.au

Telephone: 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.