Below you’ll find the numbers you’ll need to contact our teams and links to other important information.

Home Loans

Home Loans customer information

If you have a general enquiry regarding your home loan, call our team on 13 81 51.

If you’re experiencing financial hardship, we’ve introduced Fast Track Hardship Assistance for customers who have been affected by Coronavirus (COVID-19), recent weather events or bushfires. The Fast Track process offers impacted customers urgent access to a range of financial relief measures, which may include:

  • the ability to defer mortgage and/or loan repayments;
  • the option to make Interest Only repayments;
  • special arrangements in relation to arrears; or
  • waiver of other fees and charges related to non-payment

Assistance measures will be assessed on a case-by-case basis.

  Call our Customer Assistance Team on 1800 701 997 (Mon to Fri - 8:30am to 5pm AEST) to discuss how we can support you.
  If you’d like to find out more about our hardship assistance click here.
Credit Cards

Credit Card customer information

Important contact centre information: With Coronavirus (COVID-19) precautionary measures currently impacting our credit card contact centre, we’re currently needing to prioritise calls to 13 37 39 that relate to lost or stolen cards, fraudulent or declined transactions, and assistance with mobile or internet banking services.

For all other banking services please access our mobile app or internet banking. We appreciate your understanding and are working to restore full services as soon as possible. Thank you.

If you’re experiencing financial hardship, we have a range of ways to assist our customers who are experiencing hardship due to the impact of the novel coronavirus, recent weather events or bushfires or who have received an overdue communication and require assistance. This may include:

  • varying levels of payments; or
  • frequency of payments

Assistance measures will be assessed on a case-by-case basis.

  Talk to our hardship team on 1800 255 304 to discuss how we can support you.
  If you’d like to find out more about our hardship assistance click here.
Insurance

Insurance customer information

Travel Insurance
  The Australian Department of Foreign Affairs and Trade (DFAT) has upgraded their travel advice to Do Not Travel (Level 4) for all overseas destinations, as well as implementing domestic travel restrictions. In light of this, unfortunately we will no longer issue new travel insurance policies, effective 25 March 2020. Of course, we will closely monitor this situation and we hope to support you with your travel again soon. We’re here for you, so please check back regularly for trips planned for a later date.

If you're seeking up to date information about Coronavirus (COVID-19) please visit Smart Traveller or refer to the FAQs from our partner Allianz Global Assistance.
  Call 1800 134 419 for emergency assistance (Mon to Fri - 8am to 5pm AEST).
  Make a claim online.
Life Insurance & Income Protection
 

Important contact centre information: We are currently experiencing higher than usual call volumes. Please consider whether your enquiry is urgent at this time. We appreciate your patience and understanding. Thank you.

Call our team on 1300 814 990 for assistance (Mon to Fri - 8am to 7pm AEST).

 
Home & Contents Insurance
  We’re committed to supporting you during these uncertain times. With COVID-19 our contact centre operating hours have temporarily changed to Mon to Fri 8am to 5pm, Sat 8am to 2pm (AEST).

We’re currently experiencing an increased volume of calls and waiting times may be higher than usual. You can still maintain your policy, or lodge a claim 24/7 using the Virgin Insurance Hub.
  Make a claim online.
Car Insurance
  We’re committed to supporting you during these uncertain times. With COVID-19 our contact centre operating hours have temporarily changed to Mon to Fri 8am to 5pm, Sat 8am to 2pm (AEST).

We’re currently experiencing an increased volume of calls and waiting times may be higher than usual. You can still maintain your policy, or lodge a claim 24/7 using the Virgin Insurance Hub.
  Make a claim online.
Super

Superannuation customer information

We’re here to help. Call the customer care team on 1300 652 770, Mon-Fri 8am-6pm (AEST) apart from public holidays.

Important contact centre information: We’re currently experiencing higher than usual calls into the customer care team. Please be patient and wait on the line, we will get to you as soon as we can.

In need of assistance: On 22 March 2020, the Federal Government announced that eligible individuals will be able to access up to $10,000 of their super in both this current financial year and to help ease the pressure of the economic impacts of COVID-19.

From mid-April, if you meet the eligibility requirements, you'll be able to apply to the ATO through the myGov website: my.gov.au

  To find out how COVID-19 affects your super, click here.
  If you are experiencing hardship you can apply here for support.
  Call 1300 652 770 for assistance (open Mon to Fri - 8am to 6pm AEST).

Coronavirus (COVID-19)
Smart Traveller: https://www.smartraveller.gov.au
Financial Hardship

You can get free independent counselling and advice from a Financial Counsellor.

For a comprehensive listing of Financial Counsellors please visit the FCA website.

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.

You may find the following websites helpful, which provide information on managing your money:

Bushfires