Financial Hardship Policy

Purpose and Authority

The Financial Hardship Policy sets out the Financial Hardship Policy of AMIR.


AMIR is a signatory to the General Insurance Code of Practice, which requires general insurers to have arrangements in place to support customers facing Financial Hardship. This is outlined in Part 10 of the General Insurance Code of Practice.


At AMIR, we are committed to helping our customers as challenging times can lead to Financial Hardship. We encourage our customers who are facing Financial Hardship to contact their broker, or to contact AMIR directly by emailing




What is Financial Hardship?

Financial Hardship means that you are having trouble meeting your financial obligations to AMIR. Unexpected events happen that can leave you in an unplanned financial position.

These events may include and not limited to:

  • Injury or illness
  • Loss of income
  • Increase in financial responsibilities
  • Natural disasters like fire or flood

This can result in short or long-term Financial Hardship for you.


What can you do if you are experiencing Financial Hardship?

AMIR encourages our customers to speak to us about their situation. This will help us to understand your situation and advise you about what options may be available to assist you through a difficult time.

AMIR may be able to help you with the below:

  • assisting you with your excess payments;
  • assisting you with payments owing to us;
  • discussing your payment options, including timeframe for payments or payment by instalments;
  • fast- tracking your claim if you are facing an urgent financial need, or Financial Hardship.

The support that we provide does not include support with paying the premiums under an insurance policy we have issued.


To discuss your situation, we encourage you to speak to your broker or contact us directly.


Support for customers making a Financial Hardship application

To support you better when you are making an application

to us for Financial Hardship:

  • we will keep you or your nominated representative (e.g. your insurance broker) informed of the actions we are taking;
  • when we assess your request, we will take into consideration your individual situation;
  • we will request information from you only if reasonably necessary in order for us to review your application;
  • the information we may ask for may include and not be limited to: evidence of serious illness or disability, evidence of your unemployment, and other reasons for loss of income;
  • we will keep you informed if we require additional information as early as possible;
  • we will advise you of any outcomes related to your hardship assistance, including any decisions we make.


Support for customers entitled to Financial Hardship support

If we decide you are entitled to Financial Hardship support, we will work with you to implement an arrangement with you which could include any and not be limited to the following:

  • review of payment date(s);
  • possibility of paying us in instalments;
  • deducting the excess from the claim amount we pay you;
  • delaying of payments by you to us as agreed.


Support for customers not entitled to Financial Hardship support

If we decide that you are not entitled for Financial Hardship Support, we will do the following:

  • give you the reasons for our decision; and
  • give you details on how to lodge a complaint in relation to decline of Financial Hardship support.

If your circumstances have further changed, you may also be able to re-apply for Financial Hardship support.


Other ways to get help

When dealing with Financial Hardship, it is important that you get the required help and support your need. While we are here to speak to you about your situation, the below organisations may also be able to provide you with assistance.





National debt helpline

1800 007 007


1300 300 630


13 11 44

Beyond Blue

1300 224 636