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We’re committed to helping you through life’s ups and downs wherever and whenever we can. As part of this promise, you may still be able to benefit from any CCI policies that you held at the time of your hardship applications if you were unfit for work or involuntarily lost your job.


About Consumer Credit Insurance (CCI)

1. Job loss claims 

If you are employed full time, part time, or as a contractor, the termination of your employment by your employer as a result of any of the following:
 

  • Redundancy – including if you’ve lost your job as a result of the COVID-19 pandemic
  • Shortage of work, or
  • Unsatisfactory work performance


If you are self-employed or in a business partnership it means:
 

  • Your business ceasing to trade due to actual or imminent insolvency or business factors beyond your reasonable control and being wound up or placed in the control of an insolvency administrator, or
  • Your status as a partner is discontinued without your actual or implied consent, agreement or approval (for example, if you are voted out of the partnership without your consent) and you cease to work in connection with that business.


Please note: while our policy usually doesn’t cover job loss for people who are self-employed or in a business partnership because their business temporarily ceases to trade, we have decided that this exclusion will not apply to our existing customers.


Therefore, if you ceased work because your business stopped trading for a time you may be able to claim.

2. Unfit for work claims

This means that you were certified by a registered medical practitioner as having contracted a sickness or disease, or sustained an injury, that prevents you from carrying out the duties of your usual job, and you are not working. 

3. Death

This means that we will pay the balance outstanding at the date of your death, up to a certain amount depending on your product.

Exclusions Unfit for work Job loss Death
Your policy does not provide cover:      
If you are not employed at least 15 hours per week at the time you become unfit for work (if you are employed by more than one employer, or if your hours vary, we add your working hours together and take an average over the 28 days prior to the time you become unfit for work). x    
If you have more than one usual job at the time you become unfit for work and you continue to be able to perform the duties of one or more of your usual jobs. x    
If you were employed by more than one employer at the time you lose your job and you continue to be employed by at least one of those employers.   x  
If you become unfit for work as a result of sickness, injury or disease occurring within 180 days of the commencement date for which medical advice or treatment had been sought or obtained by you during the 180 days prior to the commencement date. x    
If you lose your job as a result of voluntary redundancy.   x  
If you lose your job as a result of voluntarily resigning or abandoning your employment. x    
If you have been engaged in seasonal or contract work and your employment ceases at the end of that season or contract.   x  
If you were hired to complete a specified task or to work for a specified period and your employment ceases at the end of that task or period.   x  
If you are self-employed or in a business partnership and your business temporarily ceases to trade.   x  
If you were in a business partnership and your status as a partner automatically discontinues under law or the relevant partnership agreement.   x  
If you become unfit for work as a result of pregnancy or childbirth. x x*  
If you lose your job as a result of industrial stoppage or you being on strike.   x  
If you die as a result of suicide within 14 days of the commencement date.     x
If you become unfit for work, lose your job, or die as a result of war or warlike activities, civil war, rebellion, revolution, insurrection or the use of military or usurped power, unless you die on war service. x x x
If you become unfit for work, lose your job, or die as a result of the use, existence or escape of nuclear, material or waste or ionising radiation. x x x

* This is also listed as an exclusion for Job Loss in the Flexi Loan Repayment Protection Product Disclosure Statement


How to make a claim

How do I lodge a claim?

Lodging a claim is simple:
 


If you’re not sure if you’re eligible to claim or you may not have the documents to support your claim, give us a call on 1300 305 692 or send us an email to cciteam@westpac.com.au and we’d be happy to answer any questions you may have. 


Please note that if you’ve previously made a hardship claim, have one in progress or received a hardship benefit, any future eligible CCI claims will not be affected.

What if I no longer have my documents for my hardship claim?

Please give us a call or send us an email as we understand that you may not have all the required documents to support the hardship claim you made, but we may still be able to help.
 

Helpful documents


If you would like a copy of your Product Disclosure Statement, call CCI Policy Services on 1300 369 989 (option 4).


FAQs

You should read through the information on this site, as well as any letters or emails you may have received from us.

If you have any questions or concerns, call our team of specialists on 1300 305 692 from Monday to Friday between 8.45am and 5.00pm (Sydney time), or send us an email at any time to cciteam@westpac.com.au.

If you have previously made a hardship claim, or one is in progress, or you have a received a hardship benefit, any future CCI claims will not be affected.

Once you have lodged a claim, the Claims team will be in touch within 10 business days. You can also contact the claims team on 1300 305 692 between 8.45am and 5.00pm, Monday to Friday, or via email at cciteam@westpac.com.au

If aren’t happy with the outcome of your claim, or you have a complaint, you can contact a consultant on either 1300 650 255 for policy enquiries, or 1300 369 989 for claims enquiries.

You may either continue to hold the policy or you can cancel at any time. To cancel a policy, call the Contact Centre on 1300 369 989 between 8.45am and 5.00pm, Monday to Friday. You can also call CCI Policy Services on 1300 3690 989 (option 4) to cancel your policy. 

A class action has commenced on behalf of customers who were issued CCI insurance by Westpac between 1 January 2010 and 30 June 2019 and includes the type of CCI policy issued to you. You are entitled to seek and may benefit from obtaining independent legal advice in relation to the class action and your personal circumstances.