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Supporting Our Customers

What to do if you’re experiencing difficulty

If you’re a Flex Insurance customer and need extra support, we have a number of support measures and resources available to support you.

Financial Hardship

Experiencing financial hardship? If you need to make a payment to Flex Insurance and think you may have trouble, or are finding it difficult to meet repayments, please let us know as soon as possible so we can consider the most appropriate options to assist you. We understand situations can sometimes arise that make it difficult to meet all of your financial commitments. If you feel you’re facing financial hardship, the following process highlights how you can get in touch with us to request assistance. We will consider every request for assistance on an individual basis and will work with you to develop a solution tailored to you circumstances.

If you are experiencing Financial Hardship, please read our Financial Hardship Policy.


Family and Domestic Violence Support

Family and domestic violence is a complex issue that Flex Insurance takes seriously. Family and domestic violence refers to violent, threatening, or abusive behaviour where an abuser seeks to dominate, coerce or control the other person, often an intimate family member or partner. If you’re experiencing family and domestic violence, please read our Family Domestic Violence Customer Support Policy. 


Claims support

If you need help with an existing claim, please contact your Claims Officer directly. If you need to make a claim, please visit our Claims page or contact our claims team.


Interpreter services

Flex Insurance offer customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.

If you have an existing claim or complaint and need access to an interpreter, please contact your Claims Officer or Dispute Resolution Officer directly or email our Customer Service team on sales@flexinsurance.com.au.


Other support services

If you are facing challenging personal circumstances and need help, Australia has many free external support services available. In an emergency, or if you’re not feeling safe, always call 000.


Family and Domestic Violence Services:

Service
Details
Description

1800 Respect

1800 737 732

24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.

Women's Legal Services Australia

http://www.wlsa.org.au/

A national network of community legal centres specialising in women's legal issues.

Aboriginal Family Domestic Violence Hotline

1800 019 123

A dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.


Financial Difficulty Services:

National Debt Line

1800 007 007

9.30am to 4.30pm, Monday to Friday

Provides access to a local financial advisor.


Physical and mental health Services:

Lifeline

13 11 14 (24-hour crisis support)

24-hour support for anyone across Australia experiencing a personal crisis or thinking about suicide.

MensLine Australia

1300 789 978

24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties.

National Relay Service (NRS)

Voice: 1300 555 727

TTY: 133 677

SMS: 0432 677 767

NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment.

GriefLine

https://griefline.org.au/

Support for people experiencing grief, loss and trauma.

Relationships Australia

1300 551 800

Relationship support services for individuals and families, including counselling, family dispute resolution and education support programs.