Customer Care

We’re here to support our customers during the times they need extra empathy, care and help.

We appreciate there are times where you may be going through a period of vulnerability.  We also appreciate that you may have trouble communicating with us.  We understand it can take courage to speak about your situation.  We encourage you to share this with us as we offer priority and specialised support in these situations.  Our trained team is ready to support you with empathy, respect and privacy.

If you require additional support, please contact our Customer Service team on 1300 800 900 or email us at [email protected].  For more information about the support services we offer, please read through this page.

Domestic and family violence is a serious issue impacting our community.  It can take many forms, beyond physical harm.  TrueCover is committed to supporting customers and employees that are victims of this violence.  If you are experiencing domestic and family violence, we encourage you to read our Domestic and Family Violence Policy, which details the support we offer.

We understand there are times where it can be difficult to meet all your financial commitments.  If you are experiencing financial hardship, we offer priority support.  We may be able to assist with claim-related financial hardship requests, such as excess payments or claims debts.  Please contact your claims officer directly to discuss your situation, the options available and to apply for support.

The following professional support services are available if you, or someone you know, is experiencing any challenge or vulnerability.  In case of an emergency, or if there is immediate danger, please call 000.

1800 RESPECT

A free financial counselling service to help Australians get back on track.  They can be reached on 1800 007 007 or by live chat on ndh.org.au.  For more information, please visit ndh.org.au.

Relationships Australia

Offer a range of relationship support services to individuals and families at all stages of life.  Call 1300 364 277 or visit relationships.org.au for more information.

Lifeline

Offers a 24/7 crisis support and suicide prevention service to Australians experience emotional distress.  Call 13 11 14 or chat online at lifeline.org.au.

Women’s Legal Services Australia

Represent a national network of community legal centres that focus on legal issues for women.  Visit wlsa.org.au for more information.

MensLine Australia

Offers professional 24/7 counselling support to men experiencing mental health or relationship issues.  Call 1300 78 99 78 or visit mensline.org.au for live chat or video chat support.

Aboriginal Family Domestic Violence Hotline

A helpline for Aboriginal victims of domestic violence.  Call 1800 019 123.

Full Stop Australia

Provides 24/7 professional counselling to anyone impacted by family or domestic violence. Support is available via telephone (1800 385 578) or online chat (fullstop.org.au), as well as face-to-face counselling at some locations.

National Debt Helpline

A free financial counselling service to help Australians get back on track.  They can be reached on 1800 007 007 or by live chat on ndh.org.au.  For more information, please visit ndh.org.au.

Moneysmart

A government resource that offers guidance to Australians, whatever their financial situation.  For more information, please visit moneysmart.gov.au.

Good Shepherd

Provides a range of services for women experiencing financial hardship.  For more information, please visit goodshep.org.au.

National Relay Service (NRS)

Through the NRS, we assist people who have a speech impediment, are deaf or hard of hearing, to communicate with our team over the phone.  The NRS offers many types of calls to suit different needs.  Visit accesshub.gov.au for more information.  To connect to TrueCover, please enter 1300 800 900.

Translating and Interpreting Service (TIS)

Through TIS National, we offer, to customers that don’t speak English, a specialised phone interpreting service.  After calling TIS National on 13 14 50, state the language you require, your name and mention you would like to speak to TrueCover on 1300 800 900.  The operator will then connect you and your interpreter with TrueCover.

Beyond Blue

Offers 24/7 support to those experiencing mental health issues.  Counsellors can be reached on 1300 224 636 or via live chat online at beyondblue.org.au.

Ageing and Disability Abuse Helpline

Assists adults with a disability who are suffering from abuse, neglect or exploitation.  They can be reached on 1800 628 221.

Griefline

Provides support to anyone suffering loss, grief or loneliness.  Griefline’s services include a helpline (1300 845 745), booked callbacks, online forums and support groups.  Visit griefline.org.au for more information.

Meals on Wheels

Provides nutritious meals, delivered to your home, enabling older Australians to live independently, for longer.  Visit mealsonwheels.org.au for more information.