What is financial hardship?
This page explains how Go Insurance — the Australian travel insurance provider at goinsurance.com.au, issued by Go Unlimited Pty Ltd (ABN 74 149 217 925, AFSL 404782) — supports customers experiencing financial hardship. Financial hardship means you are having difficulty meeting your financial obligations to us.
Because travel insurance is usually paid as a single premium when you buy your policy, financial hardship support most often applies where you owe us money — for example:
You can ask us for support at any time — whether or not we have already contacted you about the amount owing. If we can see that you may be experiencing hardship, we may also offer support even if you haven’t asked. You’re welcome to nominate someone to deal with us on your behalf.
Complete the Financial Hardship Application
If you’re struggling to make a payment, the first step is to complete our Financial Hardship Application. If you’d like help with it, call us on 1300 819 888 and we’ll talk you through it.
How we can support you
We appreciate there are times when circumstances beyond your control make it difficult to meet all your financial commitments. If you’re struggling to make a payment to us, please let us know as soon as possible.
If you’re entitled to support, we’ll work with you to find an arrangement that suits your situation. Depending on your circumstances, this might include:
We’ll confirm whatever we agree with you, using your preferred way of keeping in touch. If you’d like us to, we can also let any bank or financial institution with an interest in your policy know that you’re receiving support. And if your situation changes, you can always apply again.
How to apply for support
Let us know
If you’re struggling to make a payment, tell us as soon as you can. To see how we can help, we’ll ask you to complete our Financial Hardship Application.
Once you’ve completed the application, gather your supporting documents. You’ll need to provide evidence of your main income — a payslip or Centrelink statement. We’ll only ask for information we need to assess your application, and we’ll explain why we need it.
Submit your application
Send your completed application and supporting information to us by email or post. If you’d like help completing it, just give us a call — we can talk you through it, though you’ll still need to supply your supporting information.
Once we’ve received your application, we’ll get back to you.
Supporting documents you may need
As well as evidence of your main income, the following may be required depending on your circumstances.
Financial situation
Medical situation
What happens next
If you need funds urgently
If you’ve made a claim and the event behind it has also left you in urgent need of the benefits you’re entitled to under your policy, let us know. We can fast-track our assessment and, where appropriate, make an advance payment — within 5 business days of you showing us that you’re in urgent financial need.
If you’re not happy with how we respond, we’ll tell you how to make a complaint.
If you’re not happy with our decision
If we decide you’re not entitled to support, we’ll explain why and tell you how to make a complaint. If we agree you’re entitled to support but we can’t agree on how to provide it, we’ll also point you to our complaints process.
If your complaint isn’t resolved to your satisfaction, you can take it to the Australian Financial Complaints Authority (AFCA), our free and independent external dispute resolution service. Find out more on our complaints page.
Extra support if you need it
Hardship can happen alongside other difficult circumstances. If you need extra support — including if you’re affected by family violence — please let us know. We’ll work with you as early as we can to find a sensitive and appropriate way forward, and we’ll protect your privacy.
You can read more on our Supporting Our Customers pages.
Free help and how we’re guided
Financial counselling
Sometimes you may need extra help to get through a difficult time. For free, confidential and independent financial advice, visit Financial Counselling Australia or call the National Debt Helpline on 1800 007 007.
Hardship support and the Code of Practice
Our hardship support reflects our obligations under Part 10 of the General Insurance Code of Practice. To find out more, visit our Code of Practice page.
Our Privacy Policy
The Go Insurance Privacy Policy applies to the operations of Go Insurance within Australia and explains how we manage your personal information. We safeguard your privacy and the confidentiality of your personal information, and are bound by the Australian Privacy Principles set out in the Privacy Act 1988 (Cth).
Frequently asked questions
What Australian customers most often ask about financial hardship assistance with Go Insurance.
How do I apply for financial hardship assistance with Go Insurance?
Complete our Financial Hardship Application, then send it with evidence of your main income (a payslip or Centrelink statement) to customerrelations@goinsurance.com.au or PO Box 5964, Brendale QLD 4500. If you’d like help completing it, call 1300 819 888.
How long does Go Insurance take to decide a hardship application?
We’ll give you our decision in writing within 21 calendar days of receiving your application, unless we need more information. If we do, you’ll have 21 calendar days to provide it, and we’ll then decide within 7 calendar days of that date.
Can I get help paying an excess or an amount I owe after a claim?
Yes. Support most often applies where you owe us money — such as an excess connected to a claim, an overpayment we’re recovering, or an outstanding premium. You can ask for support at any time.
What documents do I need for a financial hardship application?
You’ll always need evidence of your main income, such as a payslip or Centrelink statement. Depending on your circumstances, we may also ask for documents like a letter confirming loss of employment, overdue bills, or a doctor’s letter. We only ask for what we need and explain why.
Will Go Insurance pause debt collection while my application is assessed?
Yes. While we’re assessing your application — or if we’ve already identified that you’re experiencing hardship — we’ll put any action to recover the amount you owe on hold.
What if I need money urgently after a claim?
If a claim event has left you in urgent need of policy benefits, tell us. We can fast-track our assessment and, where appropriate, make an advance payment within 5 business days of you showing us you’re in urgent financial need.
What can I do if I disagree with the hardship decision?
We’ll explain our decision and how to make a complaint. If your complaint isn’t resolved to your satisfaction, you can take it to the Australian Financial Complaints Authority (AFCA) — a free, independent service. See our complaints page for details.
Where can I get free financial counselling?
Free, confidential and independent advice is available from Financial Counselling Australia, or by calling the National Debt Helpline on 1800 007 007.
Talk to us early — we’ll work with you
If you’re worried about a payment to us, the sooner you let us know, the more we can do to help.