Frequently Asked Questions

Life insurance generally covers you for death or terminal illness.

The good news for older Australians is that your life insurance payout will usually be tax free. This is important as it means that any money you or your family receives will be able to be put towards your general expenses or bills. In most cases if a beneficiary of a life insurance policy receives the death benefit, this payout is not counted as taxable income, and they will not have to pay taxes on it. However, it is important to note that premiums are not tax deductible (in most cases). Read more about life insurance and tax considerations.

Your life insurance payout will go to your nominated beneficiaries, or your estate if you haven’t nominated anyone to receive the benefit. You can nominate up to five beneficiaries to receive the benefit when you pass away, and they can be relatives or other people you nominate. To nominate a beneficiary, you will need to download and complete a Nomination of Beneficiaries Form. Once you have completed it, send it to us at:

Australian Seniors
Customer Support
PO Box 6728
Baulkham Hills NSW 2153
(no stamp required)

Or email to: service@seniors.com.au
You can also complete the form electronically via the DocuSign website.

Group universal life insurance is distinguished from typical life insurance cover as it is given to a group of people rather than a single individual. Usually this group has common factors, such as all being employees of a particular employer. Most group universal life insurance policies will include death cover, terminal illness cover, and at an additional cost Total and Permanent Disability cover (TPD). The characteristics of the group determines the pricing and eligibility of the policy. Read more about group life insurance.

As an older Australian, it is good to know that you have options to suit your personal needs, as your life progresses. If your circumstances or financial position was to change then you may wish to review your cover. It can be a good idea to review your cover details regularly, to make sure your existing policy suits your current situation and needs. It’s also important that you consider factors before cancelling any cover such as waiting periods or condition exclusions, particularly if you are approaching an older age.

Funeral insurance is paid in the form of a lump sum benefit your family can use to pay immediate expenses, such as your funeral service or any outstanding debts you may have.

You choose a cover amount to suit you, and pay ongoing premium payments, usually fortnightly or monthly. In the event of a claim, your beneficiary will receive your cover amount.

Learn more about how funeral insurance works.

In most cases, funeral insurance premiums are not tax deductible. But there’s generally no tax on the benefits that you or your beneficiaries will receive.

However, it’s always possible that tax laws may change in future. What’s more, this may not apply to your specific situation. So, it’s important to seek qualified professional advice about the tax implications of any insurance product.

Yes, as long as your parents are Australian residents aged 40 to 79 you’re eligible to apply for Seniors Funeral Insurance.

An ‘Accidental Death’ is a death occurring as the direct result of an Accident and where death occurs within 90 days of the Accident.

An ‘Accident’ means an event resulting in bodily injury occurring, where the injury is directly and solely caused by accidental, violent, external and visible means without any other contributing causes and where the injury is not self-inflicted.

The Youpla Group, also known as the Aboriginal Community Benefit Fund (ACBF) sold insurance policies to First Nations people and went into liquidation in March 2022.

To help the families of fund members affected by the collapse, the Australian Government is running a support program for those affected. 

Youpla Support Program (valid from 1 July 2024) 

The Youpla Support Program commenced on 1 July 2024 and will continue until 30 June 2026. Eligible recipients will not need to apply or register, Services Australia will make contact by phone. It may take some time for Services Australia to contact everyone. If a request is urgent, please contact Services Australia or if you think Services Australia may not have your up-to-date contact details you can contact Services Australia and update this information. 

Need further assistance?

1. For more information about the Youpla Support Program, go to niaa.gov.au/Youpla or call Services Australia on 1800 136 380. 
2. If you have any questions about your Seniors Funeral Insurance policy and you are a Youpla customer, please contact us (02) 8886 8468.

If you need to make a claim and your car needs repairs, we’ll choose a repairer located as close as possible to your home or work from our extensive repairer network. When you use one of our approved repairers, the repairs are covered by a guarantee, so long as you remain the registered owner of the vehicle.

If you prefer to choose your own repairer, you can arrange for a quote and send it to us. But please note that we reserve the right to determine and arrange for repairs to be carried out by our preferred repairer.

You can increase your excess at any time during your car insurance policy. However, you can only decrease your excess when renewing your policy.

If you are not driving frequently you could qualify for our Pay as You Drive cover and save money on your car insurance. If you are eligible for our Pay As You Drive cover when obtaining a quote, you will be offered that option.

Yes, we do! If you’re a learner, our car insurance policies cover you as long as:

• You’re accompanied by a fully licensed driver.
• You have a current Learner Drivers Licence, Learners Permit or the equivalent for the state or territory where you live.
• Please note there may be additional excesses and exclusions applicable for learner drivers at the time of a claim.

To help us offer affordable, fair car insurance premiums for the majority of people, we do have age restrictions on our policies. Generally, we insure drivers up to 99 years of age. However, certain vehicles have higher age minimums.

Ensure your contact details and payments details are up to date on your account. ​If details are up to date, your refund will land in your account in the timeframe noted on your notification letter.​

If you have any questions about your refund, call us on 1300 919 583 and we can provide more information or help you update your account details.​

Why do you need payment details from me?​
To refund you, we’ll need a bank account or credit card details to send the money to.​

​Where do I update my payment details?​
Log into My Account to update your details, or give us a call on 1300 919 583.

My policy is no longer active — what do I need to do?​
If your policy is no longer active, but you need to update your payment details, please give us a call on 1300 919 583 and our staff will be able to process the refund over the phone. ​

​What will happen if I don’t respond to your letter or email about a refund?​
To refund you, we’ll need a bank account or credit card details to send the money to.  We encourage you to contact us so that you can receive your refund.

​What can I do if I’m not happy with the refund amount?​
If you’re not happy with the refund amount or have a complaint, please contact us on 1300 919 583.

There are two easy ways to save. First, improve security and safety. Items such as deadlocks and monitored burglar alarms can usually bring discounts. Second, raise your excess. You can choose a basic excess from the levels we offer. The levels we offer for Building are between $200 and $2,500 and for Contents between $200 and $1,000. But remember, while your premiums will be cheaper now, you will have to pay more if you ever have to claim.

The amount of insurance cover you select is known as your ‘sum insured’. For contents cover, you should choose a sum insured that equals the amount it would cost you to replace your insured contents at today’s prices. For your home cover, you should choose a sum insured that equals the amount it would cost you at today’s prices to clear the site and rebuild your home, including any fences or fixed structures on the site. This is known as your home’s replacement value, and should not be confused with market value, which includes the cost of the land.

Contact us if you want to change your cover. Changes could include:

• changing your address;
• increasing or decreasing your cover;
• adding listed items;
• taking out ‘Portable Valuables’ cover;
• updating your payment details; or
• cancelling your policy.

You must also contact us if anything changes which might affect the risk we’re insuring. Changing your cover may affect the premium you need to pay.

Home and contents insurance is a common way to guard against financial loss caused by theft or damage to your home and contents. In return for your premium, we may repair or replace your items or pay you a certain sum of money to cover certain losses or damage to your home and contents. The amount we pay for a claim, and the circumstances under which we pay, is subject to the terms and conditions of your contract or policy.

Home and contents insurance also automatically covers your legal liability to pay compensation for death or bodily injury to other parties, or damage to their property. This ‘liability’ cover applies only when you’ve been found negligent and are at fault.

Ensure your contact details and payments details are up to date on your account. ​If details are up to date, your refund will land in your account in the timeframe noted on your notification letter.​

If you have any questions about your refund, call us on 1300 919 583 and we can provide more information or help you update your account details.​

Why do you need payment details from me?​
To refund you, we’ll need a bank account or credit card details to send the money to.​

​Where do I update my payment details?​
Log into My Account to update your details, or give us a call on 1300 919 583.

My policy is no longer active — what do I need to do?​
If your policy is no longer active, but you need to update your payment details, please give us a call on 1300 919 583 and our staff will be able to process the refund over the phone. ​

​What will happen if I don’t respond to your letter or email about a refund?​
To refund you, we’ll need a bank account or credit card details to send the money to.  We encourage you to contact us so that you can receive your refund.

​What can I do if I’m not happy with the refund amount?​
If you’re not happy with the refund amount or have a complaint, please contact us on 1300 919 583.

As with any insurance product, there are general exclusions not covered by Seniors Landlords Insurance. Refer to the PDS for a full list of exclusions.

Yes. With Seniors Landlords Insurance, you can cancel your policy by contacting us. If you’ve already paid a yearly premium, we’ll refund the full amount less the amount covering the period you’re insured for and any government or statutory charges we’re unable to recover. You can also cancel your policy for a full refund, less any unrecoverable government or statutory charges, within 14 days of purchasing if you’re not completely satisfied, provided you haven’t made a claim in this time.

You can easily pay your premiums by credit card or direct debit from your bank account. You can also set the frequency of premium payments to suit you, be it monthly or annually. Please note, you will pay less by paying annually.

Your premiums will depend on a variety of factors such as the location and type of property you own, your building and contents sum insured, and basic excess levels chosen.

We require you to carry out an authorised inspection of your property at least once a year. An inspection will also be required at the commencement of a new rental agreement, or when existing tenants vacate your property. These inspection reports may be required at claim time.

Ensure your contact details and payments details are up to date on your account. ​If details are up to date, your refund will land in your account in the timeframe noted on your notification letter.​

If you have any questions about your refund, call us on 1300 919 583 and we can provide more information or help you update your account details.​

Why do you need payment details from me?​
To refund you, we’ll need a bank account or credit card details to send the money to.​

​Where do I update my payment details?​
Log into My Account to update your details, or give us a call on 1300 919 583.

My policy is no longer active — what do I need to do?​
If your policy is no longer active, but you need to update your payment details, please give us a call on 1300 919 583 and our staff will be able to process the refund over the phone. ​

​What will happen if I don’t respond to your letter or email about a refund?​
To refund you, we’ll need a bank account or credit card details to send the money to.  We encourage you to contact us so that you can receive your refund.

​What can I do if I’m not happy with the refund amount?​
If you’re not happy with the refund amount or have a complaint, please contact us on 1300 919 583.

You can cover your dog or cat as soon as they are eight weeks old. Please note that a maximum age limit also applies to our policies. For our Top or Essential Cover, your pet must be under nine years old to apply. For our Basic Accident & Illness Cover, your pet must be under 16 years old to apply.

Yes. Once you have insurance for your pet, you can keep renewing your policy with us for the rest of its life – as long as we continue to offer the product, and there isn’t a break in your cover, with cover subject to the terms and conditions of your renewal policy.

No. There’s no excess to pay – so depending on your level of cover, you may get back up to 80% of all your eligible vet expenses.

Hereditary and congenital conditions will eligible for cover if they have not shown noticeable signs, symptoms or an abnormality at any time before the first policy period or during any applicable waiting period.

This product has a general exclusion, with limited exceptions, against epidemics and pandemics. That means we don’t cover claims that arise from, or are related to, an epidemic or pandemic. However, you are covered under selected benefits in this product if, during your period of cover, you are positively diagnosed as suffering a sickness recognised as an epidemic or pandemic, such as COVID-19. Refer to the Product Disclosure Statement to see which benefits offer cover in the event that you contract a sickness recognised as an epidemic or pandemic, and the terms, conditions, limits and exclusions that apply.

If you have any questions call us on 13 13 43 (Weekdays 8am-7pm AEST Saturday 8am-5pm AEST).

If a COVID-19 border closure or mandatory quarantine period prevents you from travelling, or requires you to shorten your journey while travelling, you may be entitled to cancel your policy and receive a partial or full premium refund; refer to the Product Disclosure Statement for conditions.

If you have any questions or would like to apply for a refund call us on 13 13 43 (Weekdays 8am-7pm AEST Saturday 8am-5pm AEST).

It’s up to you when you purchase travel insurance, however, keep in mind these three things:

1. You can purchase travel insurance up to 12 months in advance.
2. You must purchase travel insurance before you start your journey. Your journey starts when any traveller named on the Certificate of Insurance leaves home or work in Australia to commence travel.
3. Depending on the plan you choose you may have trip cancellation cover, which covers unexpected trip cancellation, rescheduling or shortening from the date your Certificate of Insurance is issued. So, consider purchasing travel insurance as soon as you’ve booked and paid for some or all of your trip as you may be covered for such events before you depart.

Our Multi-Trip Plan offers a high-level of cover for multiple trips to your chosen destinations within a 12-month period. Each individual trip will be limited to 15, 30 or 45 days and is chosen during your quote. This is a summary only. Terms, conditions, limits and exclusions apply; refer to the Product Disclosure Statement.

A general exclusion, sometimes referred to as a policy exclusion, is an exclusion that applies to all policy benefits, regardless of when the travel insurance policy was purchased. Should a general exclusion apply, your travel insurance policy will not provide cover for the specified event, activities or circumstances. Refer to the General Exclusions in the Product Disclosure Statement.

Call emergency services immediately if your condition is life threatening. Call us on +61 7 3305 7499 (overseas) or 1800 010 075 (within Australia).

If the unexpected happens while on your trip call us as soon as you can, our Australian-based case managers are here for you 24 hours a day, 7 days a week, with registered nurses and doctors available when you need them. They’ll step you through the process and take care of things. If you can’t call us straight away, make sure you keep any documentation that may help with your claim, this could include, receipts, invoices, medical records or police reports, and contact us as soon as you’re able to.