Contact Us
If you need more information or have any questions, give us a call on 1300 954 290.
If you have questions about your current Life or Funeral Insurance policy, or your 10% off your shop offer, we've got answers for you on our FAQs page.
To make a complaint, please visit our Complaints page.
Find out more about how we can support you
Support for Vulnerable Customers
We understand there are times our customers experience periods of vulnerability. We recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations, such as Family and Domestic Violence. You can find out more in our Domestic Family Violence policy.
If you are suffering from financial hardship and are having difficulty meeting your premium payments, we may agree to a short-term arrangement to assist. For us to offer assistance, we ask that you make us aware of your circumstances so that we can present you with the available options. Please get in touch on 1300 954 290 so we can talk through your options.
The below are free external support services that may also be able to help if you or a loved one are experiencing financial hardship or navigating a challenging situation.
If you need additional assistance
For hearing or speech difficulties, consider the National Relay Service (NRS)
- Voice Relay number: 1300 555 727
- TTY number: 133 677
- SMS relay number: 0423 677 767
If you have difficulties with English and would like an interpreting service, you may consider the Translating and Interpreting Service (TIS).
Life Insurance Code of Practice
- Hannover, the issuer of Safeway Life and Funeral Insurance products, has adopted the Life Insurance Code of Practice (the Code). The Code is the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer. You can find out more about the Code and obtain a copy here.
- Among other things, the Code sets out how insurers will assess your claim if your Insurance Policy has a medical definition which specifies an obsolete method of diagnosis or treatment that is no longer used in mainstream medical practice in Australia. Any future improvements we make to medical definitions applicable to your Insurance Policy will be made available to you in the event of your need to claim.
The Code also provides commitments regarding HIV and AIDS. We will no longer ask about sexual preferences or practices for underwriting purposes and will treat HIV or AIDS like any other medical condition when determining coverage. More information is available through the HIV and life insurance consumer fact sheet from CALI here.