And you are not satisfied with how we responded to your complaint within 45 calendar days of receiving your complaint, you may contact the Australian Financial Complaints Authority (AFCA).

And you are not satisfied with how we responded to your complaint within 45 calendar days of receiving your complaint (or within 90 calendar days in exceptional cases), you may contact the Australian Financial Complaints Authority (AFCA).
 
AFCA provides a fair and independent complaint resolution service that is free to consumers and can consider most complaints involving financial services providers.  The contact details for AFCA are set out below:

Online: www.afca.org.au
Email: [email protected]

Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
 
There are some time limits for lodging certain complaints with AFCA and so you should act promptly. To find out more about the time limits that are applicable to your type of complaint please refer to the website at www.afca.org.au.

You can cancel your policy at any time without penalty by notifying us of your request in writing or via phone on 132 979. Before you decide whether or not to cancel your insurance cover you should be aware that if you die, become terminally ill or suffer Total & Permanent Disablement, or are unable to work due to Total Disability or Partial Disability you will no longer be entitled to an insured benefit. 

You will not be entitled to a refund of premiums previously paid for this insurance cover.

If you are replacing your cover, you should not cancel your policy until the replacement cover is in place. Your financial adviser can help you with your decision.

Should you wish to re-instate or re-apply for insurance cover in the future you will be required to provide appropriate medical evidence to enable us to decide whether to accept cover and on what terms. You should carefully consider the consequences of cancelling your cover. Please refer to the Product Disclosure Statement, or consult your Financial Adviser, for further details about the insurance options available.

An early release cannot be made from insurance-only superannuation products which do not have an account balance, such as ClearChoice Super held through the Fund. 

Financial hardship may apply to you if you are wanting to pay your premiums to protect yourself and your loved ones, but can no longer afford it. We understand that unexpected things can happen in your life and that this may leave you in a difficult financial position. Some of these events may include losing your job, reduction of income, family breakdown, domestic violence or natural disaster.
 
If the unexpected happens get in touch with us on 132 979 and we can talk you through the options that may be available to help you through a difficult time. You may also wish to speak with your financial adviser.

Other ways to get help

If you're dealing with financial hardship it’s important that you get the help and support you need. In addition to speaking with us, these organisations may be able to provide you with further assistance. 
 

Organisation	Contact
National debt helpline	ndh.org.au or call 1800 007 007
Lifeline	lifeline.org.au or call 13 11 14
MoneySmart	moneysmart.gov.au

Your policy includes a range of options. If you wish to increase your level of cover, add an option, or change to a less restrictive option, you will need to complete an application. The application may include questions on your health, occupation and pastimes to help us decide if the cover can be accepted on standard terms.

If you wish to reduce your level of cover, remove an option, or change to a more restrictive option, you must notify us of your request in writing or via phone on 132 979.

If you require a change to your cover, or would like to discuss your options, you can contact us at [email protected] or on 132 979 and we will let you know what additional information we need.