Consumer Credit Insurance Hub
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.
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, your working hours are added together and an average is taken 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:
- For unemployment and job loss claims, download, complete and send the .
- For unfit for work claims, download, complete and send the .
- These forms can also be found online at westpac.com.au/cci-claim, or you may visit a branch to collect and lodge a claim form.
If you’re not sure if you’re eligible to claim or you may not have the documents to support your claim, call on 1300 305 692 or send an email to email@example.com and the team would 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.
If you would like a copy of your Product Disclosure Statement, call CCI Policy Services on 1300 369 989 (option 7 and then option 4).
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 the claim specialists on 1300 305 692 from Monday to Friday between 8.45am and 5.00pm (Sydney time), or send an email at any time to firstname.lastname@example.org.
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.
You may either continue to hold the policy or call 1300 369 989 (option 7 and then option 4) to cancel the 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.
Things you should know
Credit Card Repayment Protection, Flexi Loan Repayment Protection and Personal Loan Protection are issued by Allianz Australia General Insurance Limited ABN 99 003 719 319 (previously known as Westpac General Insurance Limited) (AAGIL) (issuer of the unfit for work and job loss covers) and Westpac Life Insurance Services Limited ABN 31 003 149 157 (issuer of the death cover). AAGIL is a corporate authorised representative of Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. This information does not take into account your personal circumstances, so please consider the Product Disclosure Statement or policy wording. To obtain a copy please call 1300 369 989.