1800 804 016

Sales & Service: Mon-Fri 8.30am to 6pm AEST
Claims: Mon-Fri 8.30am to 7pm AEST

Customers in need of extra help and support

We[i] understand that sometimes our customers[ii] need extra care and support at different points in their lives.

We also know that everyone’s situation and needs will be different. We are committed to looking after your needs with sensitivity, dignity, respect and compassion.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times.

When can I ask for help?

Our employees are trained and equipped to support customers experiencing vulnerability. We’ll always do our best to prioritise customers who need our help and support.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need. We’ll ask to record your information so we can arrange support.

Protecting your privacy

The protection of your information and privacy is important to us. We’ll use your information to find the right solution for you, which may involve sharing it with various parties:

Please visit our privacy page for more information on how we collect, store and use your information. Your information will not be shared with Suncorp Bank, also part of the Suncorp Group.

How to access our support

If you need extra support, it can help to know what support is available. Here are some links to helpful information, tools and services:

Please let us know if you require extra support. You can do this through our call centres, website, or indirectly through our distributors and suppliers.


[i] “We” are AAI Limited, issuer of general insurance products under the Terri Scheer brand.

[ii] For the purposes of these policies “customer” or “you” are used interchangeably to mean an individual insured, a third-party beneficiary, a potential customer, or an individual which we as an insurer are seeking to recover from. A customer may be liaising with us on their own behalf or via a duly authorised representative.