Our top priority at Asteron Life is to ensure we continue to support our customers during this challenging time. Asteron Life is continuing to monitor the changing situation with regard to COVID-19. Our customers can feel confident that we have plans in place to ensure we are here to support customer needs as the COVID-19 situation evolves.
Further detail on some of the measures that we have taken is outlined below and we will continue to keep this information updated as the situation evolves. If you would like to discuss your individual policy, please contact the Asteron Life Customer Service team with your policy details on 1800 221 727. However, as we are currently experiencing higher than usual call volumes, please consider if your enquiry is urgent at this time.
Customer Information – COVID-19
Our top priority continues to be paying claims and providing a full service to our customers.
Our claims payment and support process is the most important thing we do. Our teams continue to be ready to support you through this challenging time as the COVID-19 situation evolves.
Steps we are taking to ensure the health and safety of our staff so that we can continue to support you.
The majority of Asteron Life staff are now working remotely and effectively. For the small number of staff still in our offices, we have put in place strict requirements to ensure the health and well-being of our people, following the guidelines of all relevant government and health authorities. We have prepared for a number of COVID-19 scenarios and have plans in place to ensure our service and support for you continues. This includes adopting the latest social-distancing guidelines for our people across Asteron Life as recommended by government and the World Health Organisation . We have also introduced a range of other measures across the business designed to reduce risk and ensure we continue to be here to support all our customers.
There is no general COVID-19 exclusion on our individual life policies
All claims will continue to be assessed according to the terms and conditions of your specific policy.
In some circumstances and on a case-by-case basis, individual customer policy exclusions may apply. This will have been notified to you at the time of taking out the policy and covered within the policy documentation. Please contact us directly if you have any questions.
Income Protection insurance coverage
Income Protection insurance is designed to provide income replacement where a customer experiences illness or injury which prevents them from working and earning an income. If your illness directly impacts your ability to work and earn an income beyond the duration of your waiting period, you should call our customer service line on 1800 221 727 and they will assist you. Income Protection insurance does not cover for workplace closures or quarantine or where there is no sickness or injury.
We are working to find solutions where medical information is difficult to obtain
The ongoing certification of your inability to work due to injury or sickness remains an important part of the claims process. If your treating doctors are unable to assist you in this regard, we will work with you to determine if there are any potential and pragmatic alternatives.
We acknowledge that the current situation may result in challenges accessing your medical practitioners or delays in them providing us with the relevant medical information. We will always consider your individual circumstances and we will look for alternative ways to process your claim as efficiently as possible, against the terms and conditions of your policy.
For customers suffering financial hardship
We understand the significant impact COVID-19 may have on the livelihood of customers and their families in Australia. We want to support those impacted during their time of need. We would encourage any customer who has been directly impacted by COVID-19 and is concerned about their ability to meet their premium obligations to contact Asteron Life on 1800 221 727.
Find out more about your individual policy
If you have any specific questions on your policy, please contact the Asteron Life Customer Service team with your policy details on 1800 221 727
This information is current at 24 March 2020 and may be subject to change.