Life insurance premiums

Insurers that signed the Life Insurance Code can ask only for evidence they reasonably need. That can include bank or Centrelink statements, or a statement that your job has ended. This doesn't apply to group cover, such as insurance through your super fund.

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

At a glance

Documents to start: Evidence it reasonably needs, such as bank or Centrelink statements
How to ask: Call or write to your insurer
Their time to decide: No published time, so ask when you'll hear
If they say no: The insurer, then AFCA, the free complaints scheme

What to say

You can say

“I can't afford my premiums right now. What options do you have to help me keep my cover?”

1.What you can ask for

If your insurer signed the Life Insurance Code, it tells you about flexible options to help you keep your cover when you can't afford the premiums, such as lowering your cover or pausing premiums for a short time. While premiums are paused, you may not be able to claim for anything that happens. This doesn't apply to group policies, such as cover you hold through your super fund.Industry code

2.What they can ask you

The insurer will only ask for evidence it reasonably needs, such as Centrelink statements, bank statements, or a statement that your employment has ended. This doesn't apply to group policies.Industry code

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

No time is published, so ask when you'll hear.
Ask whether you need to keep paying, whether they'll pause a direct debit, and whether your cover stays in place 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, then to AFCA, the free complaints scheme.
AFCA 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

If premiums stay unpaid, your cover may end. Your policy document says what happens if you stop paying.

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 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. Life Insurance Code of Practice, Effective 1 Mar 2025. Cl 6.18 flexible options; 6.22 evidence reasonably needed; 6.23 group policies excluded.
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.
Their own policy. Your policy terms, Inferred; unverified. Cover ending for unpaid premiums is set by each policy, not by the Life Insurance Code (open question).

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.

Life insurance premiums

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

1.What you can ask for

If your insurer signed the Life Insurance Code, it tells you about flexible options to help you keep your cover when you can't afford the premiums, such as lowering your cover or pausing premiums for a short time. While premiums are paused, you may not be able to claim for anything that happens. This doesn't apply to group policies, such as cover you hold through your super fund.Industry code

2.What they can ask you

The insurer will only ask for evidence it reasonably needs, such as Centrelink statements, bank statements, or a statement that your employment has ended. This doesn't apply to group policies.Industry code

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.

4.If they say no

If the insurer says no, ask for the reasons in writing.
You can complain to the insurer first, then to AFCA, the free complaints scheme.
AFCA 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. Life Insurance Code of Practice, Effective 1 Mar 2025. Cl 6.18 flexible options; 6.22 evidence reasonably needed; 6.23 group policies excluded.
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.
Their own policy. Your policy terms, Inferred; unverified. Cover ending for unpaid premiums is set by each policy, not by the Life Insurance Code (open question).

Checked 7 October 2026.