Looking after our customers matters to us here at Compare Travel Insurance. We aim to treat every person who comes to us with care and understanding, especially if they're going through a difficult time.
This page outlines the support available to you and where to turn if you need extra help.
Family and Domestic Violence
We recognise that family violence can affect anyone, and we want our customers to feel safe reaching out to us.
If you are affected by family violence, here is where you can turn:
- In immediate danger? Call 000.
- Need to talk to someone? 1800RESPECT offers confidential counselling and support around the clock. Call 1800 737 732 or visit 1800RESPECT.org.au.
If you let us know what is happening, we will work with you to find an approach that suits your circumstances, whether that means adjusting how we communicate with you or connecting you with the right external service.
Accessibility
We want everyone to be able to use our comparison site and services without unnecessary barriers. If something on our website is difficult for you to access, or you need us to communicate with you in a different way, please get in touch with our customer service team and we will do what we can to help.
We are also happy to make note of any ongoing accessibility needs so you don’t have to explain your situation every time you contact us.
Interpreter Services
If English isn’t your first language, or you would simply feel more comfortable discussing your insurance needs in another language, an interpreter can help.
You are welcome to bring along someone you trust to interpret on your behalf. Just let us know beforehand so we can confirm you're happy for them to speak with us about your enquiry.
If you don’t have someone available, we can arrange access to a professional interpreting service on your behalf. You can also contact one directly through the Translating and Interpreting Service (TIS National) on 1300 041 474.
Teletypewriter and Relay Services
If you are deaf, hard of hearing, or find it difficult to speak on the phone, the National Relay Service (NRS) can help you contact us in a way that works for you. This is a free government service available to anyone who needs it.
You can reach us through the NRS using any of the following options:
- Voice Relay: 1300 555 727
- TTY: 133 677
- SMS Relay: 0423 677 767
You’re also able to make an NRS chat call or an NRS captions call if that suits you better.
Financial Hardship
Financial hardship can happen to anyone, whether it’s brought on by an unexpected bill, a change in circumstances, or something else entirely.
We’re a comparison service, so we help you find and compare travel insurance policies, but the policy itself is held with the insurer you choose, and that’s who manages any claims, payments or excess arrangements. If you’re struggling financially and need support with an existing policy, the best place to start is your insurer’s own hardship team, and we’re happy to help you track down their contact details if you’re not sure where to look.
If cost is a concern before you take out a policy, our comparison lets you see prices and cover levels side by side so you can decide what works for you. We can't advise you on which policy to choose, but we're happy to help you find the information you need.
For broader financial support, the National Debt Helpline offers free, independent financial counselling. Call 1800 007 007, available Monday to Friday.
Mental Health
Mental health struggles are far more common than many people realise, and we don’t think they should carry any stigma. We're committed to treating customers fairly regardless of their mental health history. Cover for mental health conditions is set by the insurer in its PDS, so if you have questions about how a policy treats a condition, we can help you find the right contact at the insurer.
If you need support, these services are available:
- Lifeline connects you with crisis support anywhere in Australia. Call 13 11 14, day or night.
- Beyond Blue offers information and support for anxiety, depression, and suicide prevention. Call 1300 22 4636, available 24 hours a day.