Zurich Life Insurance Customer Support

Everything we do is about making it easier for you, our customer, to experience the intelligent protection Zurich is famous for worldwide.

Select a topic below for answers to our commonly-asked questions, or contact us if you require support from our Customer Service team

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Phone

131 551 (Australia-wide)
International: +61 2 9995 3777

Email

client.service@zurich.com.au

Mailing Address

Locked Bag 994
North Sydney NSW 2059

Operating Hours: Weekdays 8.30am - 7.00pm AEST (Friday 8.30am - 5.30pm)

Were you a Macquarie Life customer?

We are excited to extend our award winning service to you.

Following Zurich Australia’s acquisition of Macquarie Life's insurance business, we are pleased to welcome transferring Macquarie Life insurance customers and employees into our family.

Rest assured you remain protected by your existing life insurance policy that is now backed by the strength of the global Zurich brand. 

To speak to somebody about a product you purchased from Macquarie Life contact us by calling 1800 005 057.

Or you can email: life.insurance@zurich.com.au 

 

Update your details

The best way to update your details is to contact us or contact your adviser.

Contact us - Our contact details are on the Contact us tab above. Choose the method of contact that best suits you.

Contact your adviser - Your adviser can provide you with information about your existing policy, but can also provide financial advice if you are considering any changes to your cover, or if your situation has changed.

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Understand your policy

Refer to your policy schedule

This document was issued when your policy went into force. It forms part of your policy as it outlines the specifics of your cover.

If you have lost your policy schedule, we can arrange for a replacement to be issued.

For more information see replacing lost policies.

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Refer to the policy conditions

This is the document containing the terms and conditions of cover.

If you have a Wealth Protection policy, the Product Disclosure Statement (PDS) contains the policy conditions.

If you have an Ezicover policy, the policy conditions were sent to you when your cover was issued.

If you have a different policy, the policy conditions are usually attached to the policy schedule - but please contact us if you can't find them.

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Refer to your most recent cover increase advice or renewal advice

Each year we send you a notice 30 days before your policy anniversary. The notice outlines premium for the next year and confirms the amount and type of cover you have. If you have a policy with Inflation protection (indexation) increases, the notice will show the premium and sum insured with and without indexation.

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Automatic inflation protection (indexation)

The cost of cover can increase each year if you have automatic inflation protection as a feature of your policy. Under this feature, we increase cover automatically each policy anniversary, and additional premium is charged for the additional cover. The advantage to you is that the indexation of cover is automatic - cover increases gradually to keep up with inflation without any assessment of health or other circumstances.

You can decline an inflation increase in any single year, or for all future years. To do either of these things, call us on 131 551 or send us a written request which includes the policy number and all relevant details, signed by all policy owners.

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Pay for your policy

Payment options

Depending on the type of policy you have, premiums can be paid as set out below.

Wealth Protection

  Monthly Quarterly Half-Yearly Yearly
 
Cheque     yes yes
 
Direct Debit yes yes yes yes
 
Credit card yes
(direct debit)
yes
(direct debit)
yes yes
 
BPAY     yes yes
 
Platform deduction yes yes yes yes
 
Rollover       yes
 

Ezicover

  Monthly Yearly
 
Direct debit yes yes
 
Credit card yes
(direct debit)
yes
 

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Direct debits

To set up a direct debit

  • If you are the account holder (bank account or credit card) and you have a Zurich policy number, you can call and provide the details over the phone.
  • If you are not the account holder, you can complete a direct debit request form and send it to Zurich via post, email or fax. All correctly completed requests are processed within 5 days.

To remove a direct debit

Call us on 131 551 or send us a written request.

If your direct debit fails

Direct debits can fail due to insufficient funds, lost or stolen credit cards, changes of account or other reasons. If this happens, we will issue a direct debit dishonour notice right away to make sure you are aware that the premium has not been paid.

The fastest way to get your payments back on track at that point is to call us on 131 551 to either update account details or make alternative arrangements for the outstanding payment. You can make new arrangements for future payments over the phone at the same time.

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Missed premium payments & lapsed cover

If your premium payment becomes overdue, we will send you a reminder. That notice will outline the overdue amount and will encourage you to contact us to catch-up the missed premium amount.

If your premium is not subsequently paid, we will send an approaching cancellation advice which will advise the last possible date to make a payment before the policy will lapse.

On the lapse date we will send you a cancellation advice to confirm that the cover is cancelled.

Once this occurs, your policy is no longer in force and you are not covered.

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Reinstating cover

Depending on the type of policy, you may be able to reinstate it. There are a few good reasons to seriously consider reinstatement:

  • if you do not reinstate, you will be without valuable insurance cover and cannot make a claim
  • if you later decide to take out insurance, you will need to go through the apply process again; depending on the level of cover required, this could be an onerous process
  • if your health deteriorates (which is common as people age), it may not be possible to get insurance again, or the cost of cover may be significantly higher.

The fastest way to reinstate cover is to call us on 131 551.

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Make a claim

You should alert us to an insured event as soon as you can. The best way to do that is to send us a completed claim form which captures the information we need. You can access claim forms on the How to make a life insurance claim with Zurich page or you can contact us on 131 551 for help.

Your financial adviser may be able to help with completing the paperwork or you may prefer to deal with us directly. It’s entirely up to you.

Any premiums due on the policy must continue to be paid in order to keep the policy in force while we assess your claim.

The entitlement for all benefits described in the PDS is determined on the date when the covered event occurs (ie. when the life insured has met the relevant policy definition as confirmed by evidence). It is important to understand that there is no advantage in waiting for an Inflation protection (indexation) increase to occur before lodging a claim. If an event giving rise to a claim has occurred prior to the date of indexation, the increased amount will not apply.

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Make changes to your policy

Reducing the sum insured

You can reduce your cover at any time. We need a signed letter from the policy owner (all policy owners must sign if there is more than one) which includes the policy number and the specific change being requested. The letter can be posted, scanned and attached to an email, or faxed to us.

You should discuss your needs with your financial adviser before making changes to your cover.

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Increasing the sum insured

As long as you have not yet reached the maximum age limit for increasing cover under your policy, you can apply to increase your cover at any time.

If you have a Wealth Protection policy, your financial adviser will be able to help you to complete the paperwork and lodge your application. If you have an Ezicover policy, you should contact us on 131 551 to find out what your options are.

The process will be similar to when you applied for cover originally, but we will only assess your health and other details for the additional cover - the terms of your existing cover do not have to change unless you want them to (for example if you previously had a health issue which attracted a premium loading and your health has subsequently improved).

The age at which your ability to increase cover will expire is set out in the PDS.

If you have Zurich Protection Plus or Zurich Superannuation Term Life Plus, you may be able to use the future insurability provision to increase cover after certain trigger events without reassessment of your health, for example if you marry or have a baby. Refer to the PDS for more details.

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Automatic inflation protection (indexation)

The cost of cover can increase each year if you have automatic inflation protection as a feature of your policy. Under this feature, we increase cover automatically each policy anniversary, and additional premium is charged for the additional cover. The advantage to you is that the indexation of cover is automatic - cover increases gradually to keep up with inflation without any assessment of health or other circumstances.

You can decline an inflation increase in any single year, or for all future years. To do either of these things, call us on 131 551 or send us a written request which includes the policy number and all relevant details, signed by all policy owners.

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Declining inflation protection (indexation increases)

You can decline one Inflation protection (indexation) increase or all future indexation increases. Your anniversary notice will show you the cost of cover with an Inflation protection (indexation) increase and without an increase. If you wish to remove the indexation increase, call us on 131 551 and we will arrange for the current increase to be removed.

If you decline just one Inflation protection (indexation) increase, you will be offered the increase again as usual at the next policy anniversary in 12 months time.

To remove all future Inflation protection (indexation) increases from your policy, we need a written instruction from you.

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To set up a direct debit

  • If you are the account holder (bank account or credit card) and you have a Zurich policy number, you can call and provide the details over the phone.
  • If you are not the account holder, you can complete a direct debit request form and send it to Zurich via post, email or fax. All correctly completed requests are processed within 5 days.

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Only the policy owner can make changes

If we receive a written request to update or alter a policy, we will need the signatures of all policy owners. If we receive a request to update or alter a policy by phone, we will need to speak to all policy owners.

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A third party can access information about your policy with your authority

We can only provide information about a policy to the policy owner/s or the servicing adviser. If you are the policy owner you can nominate a third party to call on your behalf. We need your written authority to release information to a third party, but we generally cannot accept any instructions to change your cover from a third party, this authority will only allow the third party to make reasonable enquiries about your policy (unless a valid power of attorney is provided).

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Cancelling your policy

If you are thinking about cancelling your policy, and you have a financial adviser, you should first discuss this decision with your adviser. Your adviser will be able to discuss your changing needs and may be able to make corresponding changes to your policy, so that it better meets your needs.

We need a letter signed by the policy owner (all policy owners if there are more than one), outlining the policy numbers and the request to cancel. This request can arrive by post or email.

If you have a direct debit on your policy we need at least 14 days to remove the direct debit before the billing process occurs automatically. We recommend you call us so that we can remove the direct debit and then send the cancellation letter as a follow up.

All of the Zurich Wealth Protection and Ezicover policies provide insurance benefits, without any investment component. This means that you won’t get anything back if you cancel your policy as any premiums you pay are allocated to the cost of insurance and there is no accumulation or savings component to the policy.

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Cover can continue if you travel overseas

If you continue to pay the premiums on your policy, you are covered under any Zurich Wealth Protection or Ezicover policy 24 hours a day, seven days a week, world-wide, provided you do not become a resident of another country and don’t have a territorial exclusion on your policy. Any territorial exclusion would have been agreed with you before the policy commenced, and will be clearly set out on your policy schedule.

If you are claiming while overseas for Zurich Income Protector or Zurich Income Replacement, we will require you to have a medical examination every 12 months by a medical practitioner nominated or approved by us.

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Cover can continue during periods of unemployment

In most cases, life insurance cover can be continued during periods of unemployment - provided premiums are paid when due.

The exception is Zurich Income Protector, Zurich Superannuation Income Protector, Zurich Income Replacement and Zurich Superannuation Income Replacement policies where cover may be restricted during periods of unemployment. Cover for people in special risk (SR) occupations (as shown on the policy schedule) terminates at the end of any 12 month period during which the life insured has not been engaged in full-time paid employment (ie. being employed or self-employed, working 26 hours or more per week and receiving appropriate remuneration) other than as a direct result of a sickness or injury or where we have given prior written approval.

If you have Zurich Protection Plus and you have the extra-cost Premium waiver option, then you have a provision for involuntary unemployment, which will allow your premiums to be waived for up to three months. Refer to the current Zurich Wealth Protection PDS for more details.

If you have Zurich Income Protector, Zurich Superannuation Income Protector, Zurich Income Replacement or Zurich Superannuation Income Replacement, then you have some built-in provisions for involuntary unemployment, which will allow your premiums to be waived for up to three months. Refer to the current Zurich Wealth Protection PDS or Zurich Income Replacement PDS for more details.

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Wealth Protection policies contain a guarantee of upgrade

The guarantee of upgrade applies to Wealth Protection policies only: Zurich Protection Plus, Zurich Income Protector, Zurich Superannuation Term Life Plus and Zurich Superannuation Income Protector.

The guarantee of upgrade means that you will continue to benefit from any enhancements we make to our policies over the years, to keep your policy up to date. Unlike general insurance policies (like motor and home insurance) which only last for one year, you can keep the same life insurance policy for many, many years, making this continual update very important. Upgraded benefits apply to new medical conditions and injuries after the effective date of the upgrade.

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Even if your health deteriorates your cover remains the same

All Wealth Protection and Ezicover policies are guaranteed renewable. This means that the policy can continue each year without any reassessment of health or financial position. If your health deteriorates in any way, you don’t have to tell us about the change unless you are increasing your cover. This is different to other types of insurance (like motor and home insurance), where you must tell us if anything changes from year to year, and where the cost of cover can increase if you make a claim.

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Changes to address and / or contact details

For changes to address and/or contact details, you can update your details in the most convenient way for you:

If the updated details belong to the life insured, then we need the information to come directly from the life insured.

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Change of name

If you have changed your name, we need to update your policy record and issue you with a revised policy schedule to confirm the change. We need:

  • a certified copy of the change of name document (ie. marriage certificate, deed poll, decree nisi); and
  • a letter with two signatures (one in former name and current name), or
  • a certified copy of a photo ID that displays your new name and signature.

If the updated details belong to the life insured, then we need the information to come directly from the life insured.

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Put cover on hold

If you have a Wealth Protection policy, there are some policy features which provide flexibility around paying for cover and may be of use to you. Refer to the current Zurich Wealth Protection PDS for full details.

Premium holiday. The premium holiday feature allows you to put your cover on hold during times of financial difficulty. The idea is that you can stop your cover (and premiums) temporarily and then can start the cover up again when you expect your financial situation to improve. The premium holiday feature is available with all Wealth Protection policies: Zurich Protection Plus, Zurich Income Protector, Zurich Superannuation Term Life Plus and Zurich Superannuation Income Protector, Zurich Income Replacement and Zurich Superannuation Income Replacement (not paid via platform) and can be activated by calling us on 131 551. You should read the full terms and conditions of this feature before you apply, as a premium holiday cannot be reversed once it starts.

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Request statements, notices and new policy documents

Income protection

Zurich issues an annual statement at the end of the financial year for income policies in the form of a tax letter. The letter shows the total amount of premiums received within the financial year and provides details of the premiums that may be tax deductible.

Premiums paid for Zurich Superannuation Income Protector and Zurich Superannuation Income Replacement (a risk only policy which is owned by the Zurich Master Superannuation Fund) are generally not tax deductible and no tax letter or statement is issued to members insured under this policy.

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Policies held in super which pay benefits on death and or TPD

Zurich issues an annual statement at the end of financial year for Zurich Superannuation Term Life Plus policies and Zurich Protection Plus policies owned by an SMSF. The statement outlines contributions received within the financial year and summarises cover held by the member.

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Replacing lost policies

We are required by law to advertise lost policy documents in case the policy is not lost but has been assigned to another party. In many cases this is a formality, but we do incur advertising costs and we pass this cost on to you. Our current charge for replacing a policy schedule is $100. To request a new policy schedule, you must complete a Statutory Declaration to confirm the old document is lost and you must lodge the form with us, along with certified ID. This will take around 10 days.

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Request a Certificate of Currency

This certificate can be requested any time and provides evidence of insurance, which is sometimes required by employers or banks. You can obtain one from your adviser, or by calling us on 131 551.

Please note that a certificate of currency will set out the amount of cover in place as at today’s date. It will not outline all of the details of your cover, including policy exclusions (if any apply). The policy schedule is the best place to check the parameters of your policy. The Cover increase advice or Renewal advice sent to you any time in the last 12 months will confirm your current level of cover.

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View PDS & policy conditions

 
pdf
 
 
pdf
 
 
pdf
Zurich Wealth Protection PDS & Application Form

Type: pdf (2.3Mb)

Issue date: 21 December 2015

 
 
pdf
Zurich Income Replacement PDS & Application form

Type: pdf (5.6Mb)

Issue date: 21 December 2015

 

Ezicover Life Insurance PDS

 
pdf
Ezicover Life Insurance

Type: pdf (640Kb)

Ezicover Life Insurance is low-cost, do-it-yourself insurance paying a lump sum in the event of death or medically diagnosed terminal illness.

 
 
pdf
Ezicover Accidental Death Insurance PDS

Type: pdf (640Kb)

Ezicover Accidental Death is low cost, do-it-yourself insurance paying a lump sum in the event of accidental death.

 
 
pdf
Ezicover Income Protection Insurance PDS

Type: pdf (653Kb)

Ezicover Income Protection can provide a monthly benefit for up to 5 years if you are unable to work due to sickness or injury.

 
 
pdf
Ezicover Funeral Advantage Insurance

Type: pdf (634Kb)

Ezicover Funeral Advantage is low-cost, do-it-yourself insurance paying a lump sum in the event of death to help fund the cost of a funeral.

 
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