Money you owe an insurer

Insurers that signed the General Insurance Code can ask only for information they reasonably need, and must say exactly what. Many use a form. You have 21 days from their request to send it, or longer if they agree.

All of Australia, for insurers that signed the General Insurance Code. Checked 7 October 2026

At a glance

Documents to start: Usually a form, which may ask about income and spending.
How to ask: Contact the insurer; it may send a form
Their time to decide: 21 days if they ask for nothing more; later if they do
If they say no: The insurer, then AFCA, the free complaints scheme

What to say

You can say

“I'm in financial hardship and I'd like to apply for financial hardship support for the amount I owe.”

Find your insurer's hardship line and a letter

1.What you can ask for

If your insurer signed the General Insurance Code, you can ask for hardship support with money you owe it. This could be an excess, or an amount it is claiming back from you. The code doesn't cover help paying premiums. You can ask whether the insurer's own policy helps with premiums.Industry code
If the insurer is already taking action to recover the amount, it puts that action on hold once you ask for hardship support for that amount, until it decides. If you apply again later, a hold is at the insurer's discretion.
Once support is agreed, the insurer won't refuse a reasonable request to pay what you owe in instalments.

2.What they can ask you

The insurer asks for information only if it is reasonably necessary, and has to be specific about what it needs. You have 21 days from its request to provide it, or longer if it agrees.Industry code
Most insurers start with an application form. Some forms ask for your income and a full list of spending; some ask for bank statements or payslips.Their own policy
If you can't send everything within 21 days, you can ask the insurer for more time.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

3.While they decide

Under the code, the insurer tells you its decision in writing within 21 days of getting your application.
If it asked for more information, it decides within 21 days of getting all of it, or within 7 days after the deadline if you couldn't send it all.
Ask whether you need to keep paying and whether they'll pause a direct debit while they decide.

4.If they say no

If the insurer says no, ask for the reasons in writing.
You can complain to the insurer first. Under the code, it responds within 30 days, or tells you why it can't and that you can go to AFCA.
AFCA, the free complaints scheme, is the next step. It generally takes a complaint only within 2 years of the insurer's answer to your complaint, and within 6 years of when you first knew, or should reasonably have known, of the loss.

Who can help

AFCA, the free complaints scheme
1800 931 678
Insurance Law Service, free legal help
1300 663 464
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If it stays unpaid

The insurer may take action to recover the amount you owe.

If you're not safe

You're in danger right now: Call 000
It isn't safe to call your creditors, or someone else controls the account, your money or your phone: Call 1800RESPECT first1800 737 732
Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

When a full statement helps

A full statement helps if you're asking for part of the amount to be waived, or making a complaint to AFCA.
A free financial counsellor can help you write down your income, spending and debts.

Find a financial counsellor

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Industry code. General Insurance Code of Practice 2020, Updated 1 Oct 2023 (Part 10, paras 105–138). Para 108 premiums excluded; 115–117 information; 118, 120, 130 hold; 121–122 decision timing; 123 instalments; 147 complaint response within 30 calendar days.
Guidance. AFCA Rules, Rules of 12 Mar 2026. Rule B.4.3.1 time limit: the earlier of 6 years from awareness of loss, or 2 years from the firm's internal complaint response.

Checked 7 October 2026.

Someone else you owe?

This is general information, not financial or legal advice. A creditor's own policy can be more generous than the rules here.

Money you owe an insurer

All of Australia, for insurers that signed the General Insurance Code. Checked 7 October 2026

1.What you can ask for

If your insurer signed the General Insurance Code, you can ask for hardship support with money you owe it. This could be an excess, or an amount it is claiming back from you. The code doesn't cover help paying premiums. You can ask whether the insurer's own policy helps with premiums.Industry code
If the insurer is already taking action to recover the amount, it puts that action on hold once you ask for hardship support for that amount, until it decides. If you apply again later, a hold is at the insurer's discretion.
Once support is agreed, the insurer won't refuse a reasonable request to pay what you owe in instalments.

2.What they can ask you

The insurer asks for information only if it is reasonably necessary, and has to be specific about what it needs. You have 21 days from its request to provide it, or longer if it agrees.Industry code
Most insurers start with an application form. Some forms ask for your income and a full list of spending; some ask for bank statements or payslips.Their own policy
If you can't send everything within 21 days, you can ask the insurer for more time.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

3.While they decide

Under the code, the insurer tells you its decision in writing within 21 days of getting your application.
If it asked for more information, it decides within 21 days of getting all of it, or within 7 days after the deadline if you couldn't send it all.
Ask whether you need to keep paying and whether they'll pause a direct debit while they decide.

4.If they say no

If the insurer says no, ask for the reasons in writing.
You can complain to the insurer first. Under the code, it responds within 30 days, or tells you why it can't and that you can go to AFCA.
AFCA, the free complaints scheme, is the next step. It generally takes a complaint only within 2 years of the insurer's answer to your complaint, and within 6 years of when you first knew, or should reasonably have known, of the loss.

Who can help

AFCA, the free complaints scheme
1800 931 678
Insurance Law Service, free legal help
1300 663 464
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If you're not safe

You're in danger right now

Call 000

It isn't safe to call your creditors, or someone else controls the account, your money or your phone

Call 1800RESPECT first1800 737 732

Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Industry code. General Insurance Code of Practice 2020, Updated 1 Oct 2023 (Part 10, paras 105–138). Para 108 premiums excluded; 115–117 information; 118, 120, 130 hold; 121–122 decision timing; 123 instalments; 147 complaint response within 30 calendar days.
Guidance. AFCA Rules, Rules of 12 Mar 2026. Rule B.4.3.1 time limit: the earlier of 6 years from awareness of loss, or 2 years from the firm's internal complaint response.

Checked 7 October 2026.