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Financial support

If you’re finding it hard to keep up with payments to us, we’re here to help with financial support.

Call 132 132

How we can help

We know life can be unpredictable and cost-of-living pressures are affecting many people right now

If you’re experiencing financial stress or finding it difficult to keep up with payments to us, we’re here to talk through your options to help you stay covered and reduce the risk of financial shock. 

Call 132 132 and we’ll work with you to find support that’s right for your situation.

Support options if you’re having trouble with payments

Having trouble covering your premiums?

We can talk through your situation and work out a plan with you.

We may:
 

  • review your cover and sum insured
  • extend your payment due date
  • change how frequently you pay
  • review your optional benefits.
Call 132 132

Need to apply for financial assistance?

If you’ve made a claim and are unable to pay your excess, get in touch with your claims specialist.

They’ll talk about your options which may include:
 

  • deducting your excess from your claim settlement
  • extending your payment due dates
  • setting up a payment plan
  • applying for financial assistance.
Call 132 132

Need a payment extension?

Did you know you can request a payment extension or change your payment dates through the NRMA Insurance app and your online account?

You may change your cover, excess and optional benefits there too. Keep in mind if you change a payment date, it’ll change all future payment dates.

Download the app

What is financial hardship?

Financial hardship is when you have difficulty meeting your financial obligations to us such as paying an excess.

If you’re having trouble paying for your excess, you may apply for financial assistance.

It’s a formal process, where we may ask you some questions to better understand your situation. This could include asking you about your income and expenses. From this information, we may be able to develop a payment plan with you.

Call 132 132 and we’ll help you apply.

Have your circumstances changed?

Things can change overnight that impact what cover your need or your ability to pay for it.

Call us to let us know what you’re facing, so we can support your specific situation and refer you to assistance. 

It could be:

  • severe illness
  • natural disaster
  • death of a loved one
  • a change in income or unemployment
  • relationship breakdown
  • caring responsibilities
  • domestic and family violence
  • financial hardship.

Have your details changed?

If any of the details you’ve given us in the past have changed, let us know because this can impact your insurance premium. For example, for car insurance, this could include where you park and how many kilometres you drive, and for home, this could include any renovations or security systems. 

Dealing with a natural disaster?

If an extreme weather event has put you under financial stress and you’ve made a claim, there are options available to help you.

You may be able to access emergency payments and temporary accommodation.

Or, we may be able to fast-track your assessment or our decision on your claim. Speak to your claims specialist to find out more.

Looking to save on insurance costs?

Are you feeling the pinch because of ongoing cost-of-living challenges or increased home or car insurance premiums? There may be ways you can save.

  1. Consider your excess: Typically, a higher excess can mean lower premiums, which could make your insurance costs easier to manage.

  2. Are you eligible for a discount? See if you’re eligible for a Multi-Product Discount or a Relationship Discount1. Read more about our discounts.

  3. Review cover and benefits: You can add and remove optional benefits or you can call us for a policy health check so you can make sure it’s right for you.

Specialised support services

Free, confidential counselling

If you have a policy with us, you and your family can access free, confidential counselling through Sonder.

Call us on 132 132 and we’ll help you get set up. Sonder is a separate entity to NRMA Insurance and your sessions are private. Your details aren’t passed on to us and it doesn’t affect your policies.

Help to get your finances back on track

The National Debt Helpline is a not-for-profit service that helps people tackle challenges with debt.

If you’re struggling with any of your payments, including a claims excess, you can speak confidentially and for free to a professional financial counsellor.

Call 1800 007 007 or use the live chat at ndh.org.au.

Crisis support

Lifeline is a free and confidential 24-hour crisis support and suicide prevention service.

Call 13 11 14 or visit lifeline.com.au.

Family and domestic violence support

If you’re experiencing family and domestic violence, we’re here to talk.

Call 132 132 during business hours and ask to speak to the Customer Help Team.

Getting help in your own language

Call 132 132 and tell us you’d like to use an interpreter, and we’ll arrange it for you. 

Our consultants have access to over 150 languages through independent interpreter services.

Do you live in Sydney and speak Arabic, Cantonese or Mandarin?

Find a branch to get help in your language.

Are you deaf or hard of hearing?

If you have a speech communication difficulty, the National Relay Service (NRS) is a free, confidential service you can use to speak to us.

They offer several ways to make a call, including text, captions, SMS, voice or video. Find the option that best suits your needs.

Connect to the NRS through your chosen channel and provide the Relay Officer with our phone number (132 132) so they can connect your call.

You can also talk to us via NRMA Insurance web chat. Live chat with one of consultants when you log into your account.

Things you should know

  1. Any applicable discounts may be subject to minimum premiums. Discounts only apply until a minimum premium is reached. When we determine your premium on renewal, we may also limit any increases or decreases in your premium by considering factors such as your previous year’s premium amount. You may not save more with more eligible products if a minimum premium is reached, or we have limited increases or decreases in your premium. When we complete the Multi-Product Discount calculation, we will use the policy start date of your policy, not the date that you purchase your policy. As such, policies must be purchased in order of their start date so that the discount can be appropriately applied. Any applicable discount is applied in tiers based on the number of eligible policies only. Maximum tier reached at 9 eligible policies. Existing policies will not be eligible for any new discount tier until renewal. We sometimes refer to this as the “multi-policy discount".