Frequently Asked Questions
View a list of answers to questions commonly asked by customers.
Many of these questions can be answered here. If you have a specific question regarding your own policy contact us.
If you experience a problem, are not satisfied with our products or services or a decision made, please visit our Customer Relations & Complaints page to access more information.
Apia Limited is an Authorised Representative and wholly owned subsidiary of AAI Limited, and acts as AAI Limited's agent under an authority given to it by AAI Limited to enter into contracts of insurance on behalf of AAI Limited as insurer, and deal with and settle claims on behalf of AAI Limited.
Apia recognises that many of our customers prefer to use the internet to make quick, simple changes to their policies. Apia Online Services is a simple alternative to calling us.
You can make the following changes using Apia Online Services:
- Pay for your renewal
- Increase the sum insured for home and contents
- Update personal details (name, phone number, postal address, email address)
- If you miss a monthly instalment you can make a one off payment
You save a quote by entering your email address at the end of the quote you complete. You'll then receive the quote details and the link in your nominated email account, which you can use to retrieve the quote. The quote is based on the information you provided. Any changes, including the policy start date, may affect the quote. If you recorded the quote number but did not email yourself the quote please contact us.
Each of Apia’s insurance products utilise a five-stage product lifecycle (Design, Delivery, Review, Enhance/Modify and Decommission). This approach allows us to put you, the customer, at the centre of our product development and distribution.
You can pay for your insurance online using your Visa, Mastercard or American Express, or by direct debit from your bank account. We have a range of payment options.
You can also make a secure credit or debit card payment (with your Visa, Mastercard and American Express) using our automated credit card payment system by calling 1300 064 781. You can use the automated payment phone line to pay for all your insurance products excluding Travel, Health, Funeral, Injury, NSW CTP and ACT MAI Insurance policies.
Your payment reference number appears in the ‘Payment Slip’ section of your notice.
Your payment details are sent directly to AAI Limited and are safeguarded by a secure encrypted line. Also, your credit card or bank account details will not be shown on your insurance summary screen.
For most Apia insurance products, you can renew your policy online via our Renewal page.
Please note that online renewal is only available for annual payments made via credit or debit card. To establish monthly payments, or pay via direct debit from your bank account, please contact us.
Payments for Health Insurance, Funeral Insurance and Injury Insurance policies can’t be made online, but can easily be made via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
You can make a secure payment via our automated credit card payment system by calling 1300 064 781. You can pay using Visa, Mastercard and American Express.
You can use the automated payment phone line to pay for all your Insurance products excluding Travel, Health, Funeral, Injury Insurance policies, and NSW CTP. You can pay for these products via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
Payments for Health Insurance, Funeral Insurance and Injury Insurance policies can’t be made via our online payment portal but can easily be made via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
For most Apia insurance products, you can easily renew your policy online via our renewal page.
Your policy number can be found online by logging on to Apia Online Services.
- From the Apia homepage, click 'Login to online services'.
- Enter your email address and password, then click 'Login'.
- Select 'policies'.
- Select 'Add a missing policy'.
- You can then add your policy, or, select 'Forgot your policy number?' and have your policies emailed to you.
Apia’s online services can be accessed through our online portal, called Apia Online Services. To register for online services, follow these easy steps:
- From the Apia homepage, click 'Login to online services'.
- Select 'Manage my Policy' and follow the prompts.
If you have any issues registering for Apia Online Services, please contact us.
Don’t stress, you can reset your password easily by clicking here.
Once you’ve filled out your details correctly, you’ll receive an email. This email will include a link to easily reset your password.
If you haven’t received the email, please make sure to check your Junk or Spam folders as this link will expire in 24 hours.
You can request a copy of your Certificate of Currency by logging into Apia Online Services. After you log in, select the policy for which you want to obtain your certificate from the ‘Insured Policies List’. From there, click on the ‘Get documents’ tab, and choose Certificate of Currency from the list of available documents.
You can choose which email address you would like to send the document to (it will default to the one we have on file for you).
Apia Online Services video tutorials explain how to get the most out of your account.
You’ll receive your Certificate when you purchase your policy, however, you can request a new copy at any time through Apia Online Services.
Simply log in, click on the policy you want to get your Certificate for from the ‘Insured Policies List’, and select the ‘Get documents’ tab. You’ll see an option to have your Certificate emailed to you – it will automatically default to the email address we have on file for you, but you can change it to an alternative one.
Apia Online Services video tutorials explain how to get the most out of your account.
A PDS (Policy Statement Disclosure) is a document that provides comprehensive information about an insurance policy. If you’re considering taking out a policy with Apia, or you’re an existing customer and want to find out more about your cover, it’s important that you refer to the relevant PDS.
You can find all of Apia’s policy documents here.
The details of your last, fully paid renewal can be found in your paid renewal document, accessible by logging into Apia Online Services. From there, you’ll find a list called ‘Your Insured Policies’. Click on the policy you want your renewal details for, select ‘Get documents’, and choose the paid renewal document from the list of available documents.
When sending the document, it will automatically default to the email address we have on file for you, but you can change it to an alternative one if you prefer.
This document will only be available if you have paid for your last renewal in full, no changes have been made to your policy since its start date, and your policy isn’t due for renewal.
We (and other insurers) collect ESL to help pay for the NSW Emergency Services, including Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services.
A duty to take reasonable care not to make a misrepresentation applies to Consumer Insurance Contracts. To meet this duty, it is important that you answer questions truthfully and accurately.
I'm sorry you're thinking of cancelling! You can cancel your car, home or landlord insurance online (excluding CTP & MAI) in your My Account. If you haven't registered, it's easy to get started.
Supporting our gender diverse community.
We're committed to ensuring our products and services reflect the diversity of our community.
We're reviewing our systems as they currently only request Male and Female. If you don't identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number. If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 50 50 with the quote or policy number, or just call us direct for a quote.
Please note we are only able to acknowledge non-binary gender for Car Advantage Insurance, Home and Contents Insurance, Home and Contents Extra Insurance, Village Style Residence Insurance, Apartment Style Residence Insurance, Assisted Living Residence Insurance, Landlord Insurance, Caravan Insurance, Motorcycle Insurance, Motorhome Insurance, Boat Insurance.
Car Insurance
An Excess is the amount you pay towards the cost of your claim for each incident covered by your policy. You may have to pay more than one type of excess.
We will either:
- Arrange the repair of your vehicle through one of our preferred repairers.
- If one of our preferred repairers cannot complete the repair or replace the damaged parts of your car, we will pay you the amount of the assessed quote from one of your repairers.
- Make sure everyone is safe. For emergencies call 000.
- Try to prevent further loss or damage.
- Report the incident to the authorities. If someone is injured or has stolen, attempted to steal or maliciously damaged your car, call the police immediately and record the time, date, report number and the name of the recording officer.
- Collect details of all drivers, passengers and witnesses. You will need these when you call us. Make sure you have their full names, addresses and contact numbers. If another vehicle is involved, record its registration number and the driver’s insurance details. Do not admit fault to anyone.
- Contact us as soon as possible. Make sure you have the details of the incident at hand to assist us with lodging your claim. If towing is required, we will help arrange the towing of your car to a location we nominate for assessment.
You can get a quote for Apia Car Insurance online. Visit the Apia homepage and click ‘Get a quote’, then follow the prompts.
Apia Online Services is the place to go to update or manage your Apia Car Insurance policy.
Apia Online Services video tutorials explain how to get the most out of your account.
Apia Online Services is the place to go to update or manage your Apia Car Insurance policy.
You can change the parking address on your car insurance quickly and easily online.
Simply log in to Apia Online Services account, select your policy from the list of policies available then select the 'Update policy' option. Choose 'Parking address' under the 'Update my policy' heading to update details.
If your policy is due for renewal, the process is a little different. After you log into Apia Online Services account, select your policy up for renewal and then choose the 'Renew Policy' option. You'll see an option to update your 'Parking address' under the 'Your Policy details' heading.
If you have trouble logging on or have forgotten your password, learn more.
Apia Online Services video tutorials explain how to get the most out of your account.
Apia Online Services is the place to go to update or manage your Apia Car Insurance policy.
You can add or remove the listed drivers on your policy at any time online. Simply log in to your Apia Online Services account, select your policy from the list of policies available then choose the 'Update policy' option. Select 'Listed Drivers' under the 'Update my policy' heading to update details.
If your policy is due for renewal, you can still update your details through Apia Online Services account. Once logged in, select your policy up for renewal and then choose the 'Renew Policy' option. From there, update 'Listed Drivers' under the 'Listed Drivers' heading.
If you have trouble logging on or have forgotten your password, learn more.
Apia Online Services video tutorials explain how to get the most out of your account.
No, Apia does not offer cover notes (a temporary insurance that provides cover between signing up for a new policy and making the initial premium payment). When you commence cover with an Apia Car Insurance policy, you can pay through a number of convenient options, including online, via BPAY, in person, and by mail. Discover our full list of payment method options.
Apia also offers a 21-day cooling off period on our Comprehensive Car Insurance.
This means that when you sign up for a new Comprehensive Car Insurance policy, you’ll have 21 days to cancel your policy, if you choose to, and get a full refund (as long as you haven’t made any claims in that time).
If you miss a monthly instalment you can make a one off payment via your Apia Online Services online account.
If you’re driving substantially less than what you stated on your policy, maybe because you’re working from home, this may potentially reduce your premium. Please get in touch with us to discuss your options. It’s important to remember to update your policy once you start driving more again.
Apia offers a range of Car Insurance options, so you can find the policy that best suits your needs. Choose from:
- Comprehensive cover
- Fire, Theft & Third Party Property Damage cover
- Third Party Property Damage cover
- NSW CTP Green Slip Insurance, and
- Motor Accident Injuries (MAI) Car Insurance (ACT only).
Your amount covered – that is, the amount you insure your car for – should generally be the amount it would cost you to replace your car with something similar after an incident covered by your policy.
It’s important to review your amount covered when you renew your policy, as your car’s value is likely to have changed. You could try looking at car sales websites to see how much yours might go for. Doing so may help you avoid being under or overinsured.
Apia Roadside Assist is an optional cover that you pay extra for with Comprehensive Insurance. It covers unlimited 24/7 roadside callouts, regardless of who’s driving at the time. We can help with:
- flat batteries
- flat tyres
- emergency fuel
- lost or locked-in keys
- towing,
- and more.
Apia Roadside Assist is available 24 hours after adding it to your policy. Limits and exclusions do apply. For more detail of what is and isn’t covered, check out the terms and conditions.
You can transfer your car insurance to another car on the same terms and level of cover as the replaced car. However, there cannot be a current claim or a total loss determination on the replacement car. You will need to contact us to do this.
Changing the car details on your policy may alter your premium.
Please call 13 50 50 to discuss your specific situation or to update your policy.
You can check whether your Car Insurance policy is still active by logging into Apia Online Services. If you’re not registered for Apia Online Services, it’s quick and easy to do.
You can also call us on 13 50 50 to check.
What you can claim for on your Car Insurance varies depending on your cover. It’s important to understand the different types of Car Insurance to find the best cover for you and your needs.
For example, Comprehensive cover helps protect your car against accidental loss or damage including from accidents while using your car, theft, fire, storms and malicious damage. Third Party Property Damage covers you in the event of an accident for your liability for damage to another vehicle or property, but doesn’t cover damage to your own vehicle. Read the Product Disclosure Statement for full details.
Depending on your policy, you may be entitled to a hire car if your vehicle is stolen or if it is involved in an accident in which you were not at fault and you can provide the name, address and registration number of the at fault driver. Limits, exclusions and conditions apply. Please read the Product Disclosure Statement (PDS) for details.
If you’re an Apia Comprehensive Car Insurance policy holder, you can add the Hire Car after an event for unlimited days optional cover, for an extra premium. Find out more.
Apia covers anyone who drives your car (if they meet our underwriting criteria), including learner drivers. However, if a driver under 25 years of age is driving, using, or in charge of your car at the time of an incident, you may need to pay an additional ‘Drivers under 25 excess’ of $1,500.
If you expect someone to drive your car on a regular basis, you’ll need to list them as an additional driver.
No. If you’ve added Apia Roadside Assist to your Comprehensive Car Insurance policy, you’ll be covered if you accidentally lose your keys. We’ll arrange to have a locksmith attend or for spare keys to be delivered. Find out more.
Boat Insurance
Apia Boat Insurance covers your boat anywhere on the land and waterways of Australia but only up to 200 nautical miles from the Australian mainland and Tasmanian coasts. Outside of this geographical location you will not be covered.
Caravan Insurance
Yes, Apia Caravan Insurance includes cover for:
- Gas cylinder(s)
- Manufacturer supplied tools and spare parts
- Any of your caravan's fixtures and fittings (other than those listed as contents)
- Standard equipment fitted by the original manufacturer for your particular make and model of caravan
- Any other accessories or modifications fitted to your caravan that you have told us about and are shown on your certificate
There is 'Included contents cover' that comes with your policy. This entitles you to accidental loss or damage cover for your contents up to $1,000 when your contents are securely locked in or to your caravan or annexe or, for On-site only cover, locked in your garden shed. This cover does not apply to trailers or animal transport floats. $1,000 in total per incident.
Caravans that are hired out are not automatically covered, however you can choose to pay an extra premium to add Hire Use Cover as an Optional Cover. If this is added to your policy, you will be covered up to the amount covered shown on your certificate.
Motorhome Insurance
There is 'Included contents cover' that comes with your policy. This entitles you to accidental loss or damage cover for your contents up to $1,000 when your contents are securely locked in or to your motorhome. $1,000 in total per incident.
Yes, Apia motorhome Insurance includes cover for:
- Annexe
- Gas cylinder(s)
- Manufacturer supplied tools and spare parts
- Any of your motorhome's fixtures and fittings (other than those listed as contents)
- Standard equipment fitted by the original manufacturer
- Any other accessories or modifications fitted to your caravan that you have told us about and are shown on your certificate
Home & Contents Insurance
Apia Home Insurance covers your home including garages, carports, gates and fences for loss or damage caused by a range of insured events. It also covers any fixtures attached permanently to your home, like solar panels and wall, ceiling and floor coverings (excluding carpets).
Apia Home and Contents Insurance covers loss or damage caused by flood1. 'Flood' means the covering of normally dry land by water that has escaped or been released from the normal confines of a lake, a river, a creek etc.
Apia Home and Contents Insurance does not cover loss or damage caused by storm surge unless the loss or damage occurs at the same time as the insured loss or damage to your contents caused by storm*.
Your sum insured is the most we will pay for damage to your home. You set a building sum insured you are comfortable with when you first insure your home and on each renewal.
Pets are not covered under Apia Home and Contents Insurance. However, if you have contents cover as part of your Apia Home and Contents Insurance, Apia will cover veterinary expenses related to the treatment of your dog or cat if it is injured as a result of a motor vehicle impact anywhere in Australia up to $1,000 per incident.
If you miss a monthly instalment you can make a one off payment via your Apia Online Services online account.
Apartment Insurance
Landlord Insurance
Legal liability can cover you to pay compensation for death of or bodily injury to other people, or loss or damage to their property. For example, if you have Apia Landlord insurance on your property and your tenant has made a claim against you for injuries that occurred during your period of insurance due to a fall from tripping over a large crack running across the driveway of your property. Apia would pay the amount owing to the injured party if it was determined that you were liable. For more information, see ‘legal liability’ in our Landlord Insurance policy document.
Village Insurance
Apia Home Assist
Apia Home Assist is an emergency assistance service that provides you with selected trade services in the event of a home emergency. This is an optional cover. If you choose to pay the extra premium to add Apia Home Assist, Apia will provide you with assistance when a sudden and unforeseen incident requires the urgent attention of a Plumber, Electrician, Locksmith or Carpenter, for up to two (2) hours.
Apia Home Assist can be contacted, 24 hours a day, 7 days a week. Our support team will be able to assess the emergency. Assistance will be provided as quickly as possible but, during certain hours there may be limited availability. The response time will depend on a variety of factors including severity, location of your insured address and the demand for Apia Home Assist at that time.
Excess-free Glass cover
This option provides cover for accidental breakage of:
- fixed glass in windows, doors, skylights and shower screens in your home;
- mirrors fixed to your home.
When you have chosen this optional extra, and the claim is only for the accidental breakage of the above glass items, we cover the cost to replace that glass, without you having to pay an excess.
Limits, exclusions and conditions apply, please refer to the PDS for full details.
We will also cover the frame of any window, door or shower screen, but only if this is necessary to enable the glass to be replaced.
Limits, exclusions and conditions apply, please refer to the PDS for full details.
No, we don't cover loss or damage if the breakage does not extend through the entire thickness of the damaged item (e.g. chips or scratches to glass are not covered).
Please refer to the PDS for full details.
Yes, accidental breakage of glass is an additional cover that comes with your policy, however when you make a claim under accidental breakage of glass the excess shown on your certificate applies. When you have the optional extra Excess-free Glass cover, we cover the cost to replace certain fixed glass in your home without you having to pay an excess.
Limits, exclusions and conditions apply, please refer to the PDS for full details.
No, Excess-free glass cover doesn't cover accidental breakage of contents items or glass in contents items.
Please refer to the PDS for full details.
Your Certificate will show if you have this optional cover or not.
If you have Excess-free glass cover making a claim can be done online, 24 hours a day, 7 days a week.
As the storm damaged both your roof and the windows you will need to lodge a claim and pay your home excess and any other excesses that apply to your policy. Please refer to the PDS for full details.
For an extra premium, you can choose to add Excess-free glass cover to your policy and if a window in your home is accidently broken, you can claim under this option without having to pay an excess.
Please refer to the PDS for full details.
General CTP/MAI Insurance
If you experience a problem, are not satisfied with our products or services or a decision made, please visit our Customer Relations & Complaints page to access more information.
Your privacy is important to us. For more information on how we handle your privacy, please visit the Apia privacy page.
Compulsory Third Party (CTP) Insurance or Motor Accident Injuries (MAI) Insurance (ACT only), is mandatory and a condition of your car’s registration. The schemes differ depending on the state or territory you live in. This insurance is to cover costs related to injuries to people from the use of your vehicle, including injuries to pedestrians, cyclists, passengers. This insurance does not cover damage to other vehicles or property.
ACT MAI Insurance
MAI Insurance is linked to the vehicle, not the owner. If you sell your vehicle, the MAI Insurance policy will be transferred to the new owner.
Similarly, if you purchase a registered vehicle the MAI Insurance will already be placed with a MAI insurer.
If you’ve recently purchased or sold your car, please ensure that you have completed the change of ownership with Access Canberra.
MAI Insurance provides defined benefits to cover injury to you, your family and other road users in the event of a motor vehicle accident, regardless of who’s at fault.
NSW CTP Green Slip
Compulsory Third Party (CTP) Personal Injury insurance, (also known as a Green Slip in NSW) is mandatory and must be purchased before you can register your vehicle.
Your Green Slip provides you and anyone who drives your vehicle, with protection against liability for injuries caused to others in a motor accident. It also covers your medical expenses and weekly payments for lost income for up to twelve (12) months should you have caused the accident and are injured. Conditions apply.
For further information visit the SIRA website
If you have just moved to NSW and your vehicle is still registered interstate, you will still be able to purchase a Green Slip to establish your registration by providing a vehicle identifier.
If you have just moved from interstate or overseas and have bought a vehicle that is registered in NSW, you should ensure that the registration has been transferred into your name prior to purchasing a CTP policy. If you don't do this, you may not be able to purchase a policy.
You can receive your CTP policy documents via email and we may send you reminders via sms. You can consent to receiving your CTP policy documents electronically when setting up your CTP insurance online or when you contact us to set up or renew your CTP policy . All you need to provide is a regularly used email address and mobile phone number. If you consent to receiving your CTP policy documents electronically you will not receive policy documents and communications via post.
Safety checks can only be performed at authorised inspection stations, and the results are sent to TfNSW electronically. Click here for more information.
There are only some circumstances under which you can cancel your CTP Green Slip, including the total loss of the vehicle and an Unused Green Slip. Contact us and we will help you with any cancellation.
No, unfortunately there are no pensioner concessions on CTP. CTP legislation states that all CTP policies must be paid in full. However, there may be some concessions available on TfNSW registration fee for pensioners. Please refer to TfNSW for further details on pensioners.
Apia CTP is issued by GIO, one of the 6 Licensed insurers approved by SIRA to provide CTP cover in NSW. Apia acts as an authorised agent of GIO.
If a Green Slip is being purchased to start a new registration, you will need:
New Customer
The vehicle’s VIN, Engine and/or Chassis Number and
The NSW Driver or Rider Licence, NSW Photocard Number or TfNSW Customer Number of the registered operator
Existing Customer
Payment Reference Number (located on your Green Slip)
Contact number and email address
Light vehicles (i.e. vehicles with GVM less than 4.5 tonnes) can insure and register for a 6 month term, in addition to 12 months. Both the Green Slip and Registration need to be paid or completed within 21 days of the registration due date. This is called the 'Use-by' date and is shown on the Green Slip. If the Green Slip 'Use-by' date has expired (i.e. exceeded 21 days), then the customer can only register for a 12-month period, unless there are 'extenuating circumstances' for us to accept the late payment.
Contact us and we can update your details for you.
CTP insurance is linked to the vehicle, not the owner, so if you sell your vehicle, the CTP policy will be transferred to the new owner.
Payment of a Green Slip Online or by phone will result in an eGreenSlip being sent to TfNSW immediately. Payment at a post office will take up to 2 business days for the eGreen Slip to reach TfNSW. If you've paid and TfNSW advise there is not a valid CTP linked, please call us on 13 50 50 and we will find out what caused the problem.
You need to tell us the age of the youngest driver of the vehicle, regardless of how often they drive the vehicle – even if they only drive it once a year. They don’t have to drive the vehicle regularly.
Provided your trailer or caravan is in a roadworthy condition, it is covered by CTP insurance when being towed by a registered vehicle.
Apia offers customers several convenient ways to pay for their NSW CTP Insurance (also known as Green Slip). You can choose to pay online (with a Visa, MasterCard, or American Express), over the phone, or at your nearest Australia Post Office.
Compulsory Third Party (CTP) Insurance also known as a Green Slip, is compulsory when registering a motor vehicle in NSW. If you drive your car unregistered and while it does not have a Green Slip you may be personally liable for any injuries you cause in a motor vehicle accident.
Green Slip prices can not be discounted.
The best way to figure out how much your Green Slip premiums will be is to get an obligation-free quote. It's quick and easy to do online.
Yes. If you're driving in NSW and you don't have a Green Slip (ie Compulsory Third Party Insurance policy) in place, you won't be able to register your car, which means you won't be able to legally drive.
The good news is, getting a Green Slip quote is quick and easy.
The standard term for a CTP Insurance policy (or Green Slip, as it's often called in NSW) is 12 months. However, for certain vehicles, you may be able to purchase a 6-month policy.
It's easy to get a CTP Insurance policy (also known as a Green Slip).
You can get a quote online with Apia quickly and easily. If you decide to buy the policy, we'll send confirmation directly to Transport for NSW as soon as you've paid, so you can complete your car registration.
Third Party Property Damage Insurance — often shortened to Third Party — is mainly intended to help you cover costs for which you might be liable if you cause damage to other people's vehicles or property while you're driving. Apia's Third Party coverage includes up to $20 million of liability coverage for such damage, as well as up to $5,000 of cover for your own vehicle if it's damaged by a collision with another vehicle driven by an uninsured driver.
Compulsory Third Party (CTP) Insurance — often called Green Slip in NSW — helps drivers cover costs related to injuries sustained by other road users after an incident on the road. For example, if you collide with a pedestrian or cyclist, your Green Slip will help cover their medical bills and lost income.
Hospital Cover helps pay for the cost of treatment, accommodation, medication and medical procedures when you're admitted to hospital as a private patient.
Extras Cover is for health services that may not be covered by Medicare, such as physiotherapy, dental and optical. It does not include access to hospital.
In Australia, Medicare provides health care for citizens and permanent residents. By taking out private health insurance you can get more health care options, increased peace of mind, and it may even help you access certain tax exemptions.
Yes, you can. If your condition or illness is determined to have met the pre-existing condition definition, a 12-month waiting period applies from the date of joining or upgrading your level of hospital cover.
Waiting periods already served with your current fund will be recognised, so you can claim straight away. However, you may be required to serve a waiting period for benefits on your new health insurance policy that aren't covered by your existing fund. Any benefit limits already used with your current health fund will apply to your Apia health insurance policy. For more information contact us or read the Policy Booklet.
Your Apia Health Insurance policy number can be found on your certificate of insurance, on your membership card, or online via My Apia Health.
Updating your Apia Health Insurance policy online is simple. Login to My Apia Health and you’ll be able to change your address, make a claim, check your benefits and more.
Extras Cover is for health services that may not be covered by Medicare, such as physiotherapy, dental and optical. It does not include access to hospital.
Yes, you can still access the public hospital system (Medicare) even if you have private health insurance. Using Medicare is at no cost to you as the patient. If you opt to use your private health insurance in a public hospital as a private patient however, there may be out of pocket expenses.
You can use your membership card to claim at time of treatment, claiming your benefit on the spot, and only having the pay the balance. You can also make a claim online using My Apia Health for your Apia Health Insurance policy, or you can contact us and we’ll help you through the process.
Apia Health insurance HICAPS claims using an Apple Wallet is currently not available. Customers can continue to swipe their Apia Health Insurance Member Card through a HICAPS terminal to automatically process claims. Alternatively, claims can be made through Apia Health Online Services.
Funeral Insurance and Funeral Plans are two different approaches to covering funeral expenses. While Funeral Insurance offers a lump sum payout to your beneficiaries upon your passing, you pay a premium on a regular basis (fortnightly, monthly, or annually) and choose the benefit amount they will receive. On the other hand, Funeral Plans are a pre-payment option that requires you to plan and pay for your funeral ahead of time. This typically involves a non-refundable upfront deposit, followed by regular payment instalments.
Apia Funeral Insurance’s Value Promise means the following will be paid in relation to a valid claim - the Funeral Insurance cover amount, plus any Bonus Cover, or 100% or 70% of the total Funeral Insurance premiums paid, depending on the option selected – whichever is greater.
The Value Promise option you have selected will be shown in your policy schedule and will apply for the life of the policy.
Once you’re over the age of 85, the Early Payment Benefit lets you either keep your cover and continue to pay premiums for it, or cash it in early to receive an immediate payout of 120% of your average funeral cover.
Yes, you can nominate beneficiaries to receive the Funeral Benefit, which is the lump sum paid out at claim time. If you choose not to nominate anyone as your beneficiary, any benefit payable will be paid to the policy owner or to your estate.
Yes, you can include multiple people on your funeral policy. Covering two or more people on the single policy means there’s only a single policy number, less paperwork and a 5% multi-life discount. The multi-life discount doesn’t apply to the optional Accidental Death Cover.
Yes. The person who pays the Funeral Insurance benefit doesn’t have to be the person who is insured.
Yes, if you choose to do this, one owner will keep the existing policy and a new policy will be issued for the other policyholder.
The Funeral Benefit will not be paid if the life insured passes away in the first 12 months of the policy for any reason other than an accidental death.
If a life insured dies during the first 12 months of cover from any cause other than accidental death, APIA will pay a benefit amount equal to the Funeral Insurance premiums you’ve paid for that life insured.
Yes. Here are some discounts available on Apia Funeral Insurance:
- 5% multi-life discount when there is more than one life insured on the policy, and
- 5% loyalty discount after 10 years, or from the policy anniversary after your 84th birthday, whichever happens first.
Please note: The multi-life discount doesn’t apply to the optional Accidental Death Cover.
Yes, Australian and New Zealand Citizens and permanent residents residing in Australia can apply for this insurance policy.
Yes, if you can meet all the requirements of your policy, you’ll be paid your benefit.
For customers who pay by direct debit or credit card, a statement will be sent to you prior to your policy anniversary. If you’re happy with everything, then you won’t need to do anything further.
If you receive your anniversary statement and find any problems, or want to update any details, simply contact the Apia Funeral Insurance team.
For questions regarding payments or renewals, please call 13 50 50 (within Australia) or +61 2 4331 2024 (from overseas). Help can also be provided.
The Life Insurance Code of Practice is a series of mandatory customer service standards that all life insurers need to comply with. These standards cover sales and marketing practices, underwriting and claims and are designed to protect you.
You can make a claim online or contact us – just make sure you have your policy documents handy.
Apia Online Services video tutorials explain how to get the most out of your account.
The time it takes to process your claim varies depending on the nature of the claim and information you provide us. Once we’ve received your claim, we’ll give you a claim number so you can track the progress of your claim, either online or by contacting us.
Your policy excess will be listed on your certificate of insurance, or, you can login online via Apia Online Services to find out.
If there’s a dispute over who’s at fault during the claims process, we’re here to investigate and work with all involved parties to come to a resolution.
Yes, someone else – like a family member – can lodge a claim for you, we just need written or verbal permission from the policy holder. This must be done in advance of you making a claim.
We’re sorry you’re thinking of cancelling your policy with us. Please contact us so we can go over your options with you.
We are entitled to investigate your claim, to make sure your claim is genuine and falls within the scope of the policy. You will be asked to prove that you have suffered loss covered by your policy. This includes establishing that the loss occurred in circumstances consistent with the other known and confirmed evidence, and that your version of events is credible. We base this on your responsibilities to provide relevant information to assess your claim under General Insurance Code of Practice.
When investigating a claim, you will typically be asked for:
- financial records including bank statements, credit card statements, loan statements, lines of credit and mortgage documents;
- information relating to the insured property, such as proof of registration and service records in a motor vehicle claim;
- telephone records; and
- criminal history or driving history where you were required to disclose this information when you purchased the policy
You can pay for your insurance online using your American Express, MasterCard or Visa Card or by direct debit from your bank account. We have a range of payment options to suit your needs.
You can make a secure credit card payment using our automated credit card payment system by calling 1300 064 781.
Your Payment Reference number appears in the Payment Slip section of your notice.
You can use the Automated Payment Phone line to pay for all your Insurance Products excluding Health, Funeral, CTP and MAI Insurance policies.
You can pay using Visa, American Express and Mastercard.
For Apia insurance policies that can be renewed online, you can pay via our Secure Online Payment portal using Visa, MasterCard or American Express.
You can use Visa, MasterCard or American Express when paying your policy renewal online.
For information on other ways to pay, please refer to our Renewal page.
Please note that online renewal is not available for certain products. To further discuss your renewal options, contact us.
Your Apia Insurance policy certificate will tell you when your premiums are due. Alternatively, you can login to Apia Online Services to find out.
If you don’t receive a confirmation of payment immediately when you pay online, wait 1-3 days as your payment could be delayed due to public holidays or the weekend.
If after that time nothing has changed, get in touch with your bank to make sure everything is okay with your account and that it hasn’t expired. Your bank may also take a couple of days to register the payment, but if there’s nothing wrong with your account please contact us and we’ll look into it for you.
If a monthly instalment is overdue we will let you know. We can cancel your policy by giving you at least 14 days advance notice, but if a monthly instalment is overdue by a month, we can cancel your policy without advance notice.
If you miss a monthly instalment you can make a one off payment via your Apia Online Services online account.
Apia only offers 12-month insurance policy terms.
We understand that this can be a tough time for our customers. If your policy is up for renewal and you’re experiencing financial difficulty, please call 13 50 50 to see if we might be able to help.
