How to Update Your Policy
Overview
Life changes, and your policy should keep up. Whether you have moved, bought a new car, changed jobs, or need to add or remove someone from your cover, mid-term policy changes are usually quick and can be made through several channels. This guide explains the types of changes you can make, how to request them, what happens to your premium, and how endorsements work.
Types of Changes
- Address or contact details -Update where you live, your phone, and your email.
- Insured asset changes -Change your vehicle, add a building, update the description of contents, or change the usage type.
- Listed drivers or insured persons -Add, remove, or update listed drivers on motor, or beneficiaries on life products.
- Coverage adjustments -Increase or decrease the sum insured, add or remove optional benefits, or change the deductible.
- Payment changes -Update payment method, frequency, or due date. See our Premium Payment Support guide for more detail.
- Cancellation -End the policy before its expiry date.
How to Request a Change
- Mobile App -Tap Manage Policy, select the change type, and submit. Simple changes are confirmed instantly.
- Online Portal -Complete the change form with the new details and upload any supporting documents (for example, a photo of a new vehicle registration certificate).
- Phone -Call our customer service team during Mon-Fri 8:30 AM - 5:00 PM AEST for complex or urgent changes.
- Email -For documented changes with attachments; please include your policy number in the subject line.
Premium Adjustments
Some changes affect your premium, others do not:
- No premium change -Contact details, beneficiaries, and minor administrative updates.
- Pro-rata increase -If the change increases risk or sum insured, the additional premium is charged for the remainder of the policy term.
- Pro-rata refund -If the change reduces risk or sum insured, a refund is issued for the remaining term, minus any applicable administrative fee.
- Next-term update -Certain changes take effect at renewal rather than immediately. The portal clarifies which applies before you confirm.
Endorsements
A policy endorsement is a formal document that records a mid-term change. After each change you will receive:
- An updated policy schedule reflecting the new details.
- An endorsement notice summarising what changed, when it takes effect, and any premium impact.
- An updated certificate of insurance where applicable (for example, for vehicle or home loan lenders).
Cancelling a Policy
- Log in to the app or portal and select Cancel Policy, or call us during Mon-Fri 8:30 AM - 5:00 PM AEST.
- Choose the cancellation date. Same-day cancellation is available for most products.
- A pro-rata refund of unused premium is calculated, less any administrative fee.
- Ensure any alternative cover is in place before cancelling if you still require insurance.
Frequently Asked Questions
Q: Can I make changes online or do I have to call?
Most changes can be made online or in the app. Calling is useful for complex scenarios or when you want a representative to review options.
Q: How quickly will my change take effect?
Most changes are effective immediately upon confirmation. A few, such as switching from monthly to annual, take effect at the next billing cycle or renewal.
Q: I forgot to mention something when I bought the policy. Can I add it now?
Yes. Update the details as soon as you notice. Accurate information ensures valid cover and avoids complications at claim time.
Q: Is there a fee for policy changes?
A small administrative fee may apply to certain mid-term changes. The fee is always disclosed before confirmation.
Important Information
Mid-term changes comply with regulations enforced by Australian Prudential Regulation Authority (APRA). For unresolved concerns, Australian Financial Complaints Authority (AFCA) provides free, independent dispute resolution.
Need Help?
Our customer service team is available during Mon-Fri 8:30 AM - 5:00 PM AEST. For life-threatening emergencies, always call 000 first.