Experiencing financial hardship?
If you need to make a payment to Pip and think you may find it difficult to meet repayments (that is not a premium), please let us know as soon as possible so we can consider the most appropriate options to assist you. Sometimes situation arise that make it difficult to meet all your financial commitments and if you feel you’re facing financial hardship, the following highlights how you can get in touch with us to request assistance. We will consider every request for assistance on an individual basis.
If you’re struggling to make payments to us, please let us know by contacting us:
1300 307 072
hello@pipinsurance.com.au
What is the process for us to assist you?
To enable us to consider any financial issues you may be experiencing, you will need to complete our Financial Hardship Application form. This form sets out the type of information we need to be able to consider a financial hardship request. Your insurance broker can request this from our team, or you can request it directly at:
What is the nature of assistance?
Where possible, Pip or our TPAs may request what assistance a client or third party may like us to consider, this may include but is not limited to:
- Extension on payment due date and date provided on when payment can be made
- Postponing one or more instalments and when payments can start or restart
- Paying a reduced lump sum in relation to monies owed to Pip
- Paying in instalments – what can you afford, how often and over which period
- Other assistance including a combination of the above options or possible waiver of the debt
Pip will treat all reviews in line with the intention of the General Insurance Code of Practice.
If Pip requests information, we will within 21 calendar days of receiving it tell you in writing our decision about whether to give you Financial Hardship support; or
If you do not provide all information requested within 21 calendar days (or by a later date agreed), then within 7 calendar days of that deadline passing we will tell you in writing our decision.
If Pip and the customer or third party agree that Financial Hardship support applies but cannot agree how support should be provided, we will advise the customer or third party in writing about our Complaints process.
How do we engage customers or third parties experiencing financial hardship?
Where a customer or third party is identified as experiencing financial hardship, interactions must be handled with care and in accordance with our financial hardship standards. We will take reasonable steps to engage appropriately, support the individual’s circumstances, and facilitate timely and fair outcomes through;
- Treating the matter with sensitivity, empathy and respect
- Listening without judgement
- Clear communication
- Working with the customer’s representative where applicable
- Using the customer’s preferred method of communication where possible
- Fast‑tracking claims or considering advance payments where urgent financial need is identified
- Keeping nominated representatives informed unless instructed otherwise
- Referring customers to external support services such as the National Debt Helpline (1800 007 007)