LFI Group Hardship

We are here to help

The financial wellbeing of our customers is our top priority. Helping to manage the impact of an unexpected event is something we take very seriously.

At LFI, we know that life doesn’t always go according to plan. If you have lost your job, your income has reduced, you’ve suffered an illness or injury, or you’ve been affected by a natural disaster like a bushfire or flood, financial support is available.

We have a range of support measures tailored to meet your individual circumstances.

Our team of insurance support specialists is based in Australia, and we are experienced in assisting our customers to navigate challenging times.

Financial hardship affects people in different ways. Our approach is to work with you to understand your circumstances and develop a solution tailored to meet your needs.

Give us a call

The best way to let us help, is to call us between 8:30am – 5:30pm AEST on 1300 888 318, or email service@lfi.com.au.

We will take the time to listen and understand your situation and carefully consider how we can help you get back on course.

Please call us if:

• you’ve suffered a reduction or loss of income
• you’ve just missed a premium payment and are looking to catch up
• your circumstances have changed and you’re concerned about making your premium repayments
• you’ve been impacted by a natural disaster and would like to know what assistance options are available to you

We may ask you for more information before we can make a decision about your entitlement to Financial Hardship support. We will contact you as early as possible with guidance on the information we require. You will have 21 days to provide us with this information.

We will tell you whether you are entitled to Financial Hardship support within 21 days of receiving your request unless we have asked you to provide more information. If we have, we will provide our decision within 21 days from the date we receive this.

If we decide you are entitled to Financial Hardship support, then we will work with you to implement an arrangement that could include any one or more of the following:

• paying us in instalments
• delaying the date on which the payment must be made
• delaying one or more instalment payments for an agreed period

If you tell us that you intend to declare bankruptcy, then we will work with you (or your representative) to agree on the amount owed. We will be able to provide written confirmation of the amount that is owed. If we decide that you are not entitled to Financial Hardship support, we will tell you the reasons for our decision and about our complaints process.

Please remember that if your circumstances change, you may request Financial Hardship support again.

Other help

You may also find the following helpful:

• Department of Human Services website, www.humanservices.gov.au, which provides information on crisis and special help available
• Money Smart website, www.moneysmart.gov.au, which provides information on managing your finances
• Listings of Financial Counsellors can be found at www.moneysmart.gov.au or by contacting the Financial Counselling hotline on 1800 007 007.

Financial counsellors, who can help you:

• Organise your finances and prepare a budget.
• Suggest ways to improve your financial situation.
• See if you are eligible for government assistance or early superannuation release.
• With options and their consequences, including debt recovery procedures

If you are feeling distressed, overwhelmed or experiencing mental health difficulties, help is available from organisations such as Headspace, Life in Mind Australia, Lifeline Australia and through the Department of Health’s Head to Health platform.

If you are experiencing or feel at risk of domestic or family violence, please call the 24-hour hotline 1800 RESPECT (1800 737 732) to obtain support.