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Organising help and care for loved ones is confusing, and can often lead to emotional, physical and financial stress for the individual and the family, and that's why Apia's committed to providing useful tools and support to help people grow old well supported by the care that they need.
The COVID-19 pandemic left many older Australians feeling particularly vulnerable. As part of our commitment to supporting customers, Apia and Five Good Friends launched the At Hand service, providing complimentary remote wellbeing check ins and health monitoring from trained health care professionals for up to eight weeks for eligible customers.
If you are a customer who could benefit from extra help and support, please call the Apia Care Advice Hotline 1300 50 27 42, or complete an online referral form with Five Good Friends to receive a call back from a professional Care Advisor.
At Hand is provided by Five Good Friends (Five Good Friends Pty Ltd, ABN 87 605 031 249) and has been made available at no cost to eligible* Apia (Australian Pensioners Insurance Agency Pty Ltd, ABN 14 099 560 996) customers for a period of up to (8) eight weeks thanks to Apia. *Existing customers who held their policy on or before 2 April 2020, including renewals of those policies. Excludes Landlord and CTP Insurance. Please call us to see if you're eligible. Relief offers will be available for a limited time. *T&Cs apply.
Coverage for COVID-19 treatment has been expanded, and several member support options made available.
Frequently Asked Questions
We’re closely monitoring the COVID-19 situation and following the advice of government authorities and experts. We’ll continually update these FAQs in line with their recommendations.
Can I visit an Apia store?
We understand the situation is evolving day by day, however at this time effective Monday, 23 March our Apia Stores will close. This is to ensure the safety of our customers and employees who visit and work within these locations.
We are redeploying additional resources to accommodate your needs over the phone, on 13 50 50.
Please speak to your travel provider or agent if you need to reschedule your trip due to the COVID-19 outbreak. Some providers may even waive rescheduling or cancellation fees during this time.
If you’re quarantined overseas and miss your flight, please contact your travel agent or travel provider to see how they can help. Some travel providers may even waive rescheduling fees. If you require urgent help or you’re stuck overseas, please contact the Department of Foreign Affairs and Trade (DFAT) immediately.
If you purchased an Apia Travel Insurance policy before 31 January 2020 (6pm AEST), commenced your trip before DFAT’s level 4 advice on 18 March 2020 and have been directed to quarantine overseas, you may be able to claim additional travel and accommodation expenses.
If you’re claiming for the cost of a new flight, it must be the same fare class as your original trip (up to a maximum of $5,000 per single or $10,000 per family policy). In order to be eligible, you must have taken all reasonable steps to avoid quarantine. Conditions apply; read the Benefit 9 – Emergency Expenses’ section of the PDS for more information.
Your cover ends when you arrive home in Australia. Therefore, it doesn’t extend to self-isolation.
To make a claim, head to the Apia claims page and follow the prompts. Please make sure you have your policy number and any required documentation ready.
Does my Travel Insurance cover me for claims caused by or arising from COVID-19?
If you took out an Apia Travel Insurance policy after the 31st of January 2020, your cover may be reduced and certain claims may not be covered as the circumstances were not unforeseen. This includes cover for cancellations and overseas medical expenses.
If you took out cover before this date, your cover may not be reduced. Read our Coronavirus (COVID-19) travel alert and refer to the Travel Insurance PDS for more information on what is and isn’t covered.
Where do I find the latest advice on COVID-19?
It’s important to keep up to date with Government and expert advice so you know what you can do to look after yourself and your family. Here are some other useful links:
Health Insurance Faqs
To support members, coverage has been temporarily expanded for chest, lung, kidney or other treatment related to COVID-19 across all levels of Hospital cover at no additional cost until 30 June 2021. You'll just need to have served the standard two-month waiting period before requiring treatment. Along with other health insurers across Australia, any treatment for COVID-19 as an outpatient that is covered by Medicare will not be covered by Apia Health Insurance. To review your level of cover, log in to your My Account or call us on 13 50 50.
Some temporary changes have been made to the suspension policy to help members through this difficult time. If you’re experiencing financial hardship as a result of the COVID-19 outbreak, and are eligible you can suspend your health cover. You won’t be charged premiums while it’s suspended, but you can’t claim during this period. However all members with Hospital cover who suspend during this time will still be able to access cover for COVID-19 related treatment.
The maximum financial hardship suspension period has been extended from three to six months to help eligible members impacted by COVID-19.
Pathology tests in an out-patient setting are covered by Medicare, and therefore aren’t covered by Apia Health Insurance. It’s best to check with Medicare to determine what tests are covered and whether you’ll experience any out of pocket costs.
The Australian Department of Health announced the COVID-19 vaccine will be provided at no cost to all Medicare-eligible Australians, permanent residents and temporary visa holders who are aged 16 years and older. You will not need to use your private health insurance to cover the cost of the vaccine.
If you have any upcoming appointments with the dentist, physio or other health care providers, it’s important you contact them about your COVID-19 related questions. The good news is that the telehealth services we introduced as part of our COVID-19 support package in 2020 are here to stay.
Please contact the hospital you’ll be having your surgery at, your medical practitioner, specialist or surgeon for any questions relating to COVID-19 and your upcoming procedure. This includes any questions about changing the date or what your options are in terms of cancellations.
How can I avoid my car battery from going flat if I’m driving less?
There are simple things you can do from home to keep your car battery from going flat. These include:
Making sure all accessories (like your GPS) are disconnected from the USB and other charge points before locking your car.
Driving for at least 30 minutes each week. If that’s not possible, start your car at least once a week and let it run for 15 minutes. Do this in a well-ventilated area.
If possible, place a ‘trickle charger’ on your battery. This will help to replenish your battery at the same rate that the electricity is being discharged.
How do I maintain social distancing if I need a callout?
Roadside assistance callouts will still be available during COVID-19. Social distancing and other hygiene practices will be maintained onsite.
Home and Contents Insurance
We understand some Apia customers may find themselves facing financial difficulty during this time. We’re here to help. Please call 13 50 50 to discuss your options.
If you are currently self-isolating and driving less, there are changes you can make to your Car Insurance policy that may reduce your premium. This includes increasing your standard excess and reducing your average kilometres driven listed on your policy.
If you have Comprehensive Car Insurance, you’ll still be covered for incidents, such as fire, hail, vandalism or theft, while your car is parked.
Please call 13 50 50 to discuss your specific situation or to update your policy.
If you’re driving substantially less than what you stated on your policy, maybe because you’re working from home, this may potentially reduce your premium. Please get in touch with us to discuss your options. It’s important to remember to update your policy once you start driving more again.
Payments & Renewals
Apia only offers 12-month insurance policy terms.
If you’re an Apia Health Insurance customer and experiencing financial difficulty due to COVID-19, you can potentially suspend your policy. Please refer to the Policy Booklet for terms, conditions and eligibility.
Apia is not able to pause any other policy type.
We understand that this can be a tough time for our customers. If your policy is up for renewal and you’re experiencing financial difficulty, please call 13 50 50 to see if we might be able to help.
The claims process will remain the same throughout COVID-19, however if you’ve got a home or comprehensive motor insurance claim, we recommend doing this online instead.
For all other policy types, please call 13 50 50 to make a claim over the phone. You can also email us your claim by selecting your policy type on the Contact Us page, and scrolling to the form at the bottom.
Apia Funeral Insurance provides our customers with a range of ways to assist with the ongoing payment of premiums if they find themselves in financial hardship. In light of the challenging circumstances surrounding COVID-19, we have taken further steps to strengthen and adapt the Apia Funeral Insurance existing Financial Hardship Policy, providing our customers with additional options including increased flexibility around premium payments and ongoing insurance cover. If you have been directly impacted by COVID-19 and are concerned about your ability to meet your premium payments please contact Apia Funeral Insurance on 13 50 50, or click here for more information.
Apia Funeral Insurance is available to all Australian residents aged 45-80 There are no medical questions or tests required to apply, however it is important to note that cover is only provided for Accidental Death (which has a special meaning set out in the PDS) for the first 12 months. This means that a claim would not be paid for death caused by anything other than an accident in the first 12 months of taking out Apia Funeral Insurance cover (or, following any increase, in respect of the increased portion). All causes of death are covered after the first 12 months of cover.
If you have any specific questions on your policy, please contact the Apia Funeral Insurance Customer Service team with your policy details on 13 50 50.