General FAQs
Whether you need help logging into your online account or support and information about Apia over 50s insurance, you’ll find many of your questions answered here. If you can’t find the answer to your question here, please contact us.
If you experience a problem, are not satisfied with our products or services or a decision made, please visit our Customer Relations & Complaints page to access more information.
Apia Limited is an Authorised Representative and wholly owned subsidiary of AAI Limited, and acts as AAI Limited's agent under an authority given to it by AAI Limited to enter into contracts of insurance on behalf of AAI Limited as insurer, and deal with and settle claims on behalf of AAI Limited.
A PDF (Portable Data File) is a type of file that enables you to view a printable document on screen that looks exactly as it will when printed. To view a PDF file you need to download free PDF viewer software from a company called Adobe and install it in addition to your website browser (such as Internet Explorer).
Apia recognises that many of our customers prefer to use the internet to make quick, simple changes to their policies. Apia Online Services is a simple alternative to calling us.
You can make the following changes using Apia Online Services:
- Pay for your renewal
- Increase the sum insured for home and contents
- Update personal details (name, phone number, postal address, email address)
- If you miss a monthly instalment you can make a one off payment
You save a quote by entering your email address at the end of the quote you complete. You'll then receive the quote details and the link in your nominated email account, which you can use to retrieve the quote. The quote is based on the information you provided. Any changes, including the policy start date, may affect the quote. If you recorded the quote number but did not email yourself the quote please contact us.
We may send your policy documents and policy related communications electronically. This will be by email and/or other types of electronic communication (e.g. SMS). We will obtain your express or inferred consent to do so.
You can pay for your insurance online using your Visa, Mastercard or American Express, or by direct debit from your bank account. We have a range of payment options.
You can also make a secure credit or debit card payment (with your Visa, Mastercard and American Express) using our automated credit card payment system by calling 1300 064 781. You can use the automated payment phone line to pay for all your insurance products excluding Travel, Health, Funeral, Injury, NSW CTP and ACT MAI Insurance policies.
Your payment reference number appears in the ‘Payment Slip’ section of your notice.
Your payment details are sent directly to AAI Limited and are safeguarded by a secure encrypted line. Also, your credit card or bank account details will not be shown on your insurance summary screen.
For most Apia insurance products, you can renew your policy online via our Renewal page.
Please note that online renewal is only available for annual payments made via credit or debit card. To establish monthly payments, or pay via direct debit from your bank account, please contact us.
Payments for Health Insurance, Funeral Insurance and Injury Insurance policies can’t be made online, but can easily be made via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
You can make a secure payment via our automated credit card payment system by calling 1300 064 781. You can pay using Visa, Mastercard and American Express.
You can use the automated payment phone line to pay for all your Insurance products excluding Travel, Health, Funeral, Injury Insurance policies, and NSW CTP. You can pay for these products via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
Payments for Health Insurance, Funeral Insurance and Injury Insurance policies can’t be made via our online payment portal but can easily be made via direct debit or credit card. Please contact us for further information.
Payments for ACT MAI Insurance must be made to Access Canberra at the time of your registration renewal. Please refer to Access Canberra for more information.
For most Apia insurance products, you can easily renew your policy online via our renewal page.
We recommend the following browsers:
We recommend regularly updating your browser to the most recent version to ensure the best experience and latest security when visiting Apia online. If your browser is not the most recent browser or is not compatible you may be unable to perform certain transactions or view our website content.
Your policy number can be found online by logging on to Apia Online Services.
- From the Apia homepage, click 'Login to online services'.
- Enter your email address and password, then click 'Login'.
- Select 'policies'.
- Select 'Add a missing policy'.
- You can then add your policy, or, select 'Forgot your policy number?' and have your policies emailed to you.
Apia’s online services can be accessed through our online portal, called Apia Online Services. To register for online services, follow these easy steps:
- From the Apia homepage, click 'Login to online services'.
- Select 'Manage my Policy' and follow the prompts.
If you have any issues registering for Apia Online Services, please contact us.
Don’t stress, you can reset your password easily by clicking here.
Once you’ve filled out your details correctly, you’ll receive an email. This email will include a link to easily reset your password.
If you haven’t received the email, please make sure to check your Junk or Spam folders as this link will expire in 24 hours.
You can request a copy of your Certificate of Currency by logging into Apia Online Services. After you log in, select the policy for which you want to obtain your certificate from the ‘Insured Policies List’. From there, click on the ‘Get documents’ tab, and choose Certificate of Currency from the list of available documents.
You can choose which email address you would like to send the document to (it will default to the one we have on file for you).
Apia Online Services video tutorials explain how to get the most out of your account.
You’ll receive your Certificate when you purchase your policy, however, you can request a new copy at any time through Apia Online Services.
Simply log in, click on the policy you want to get your Certificate for from the ‘Insured Policies List’, and select the ‘Get documents’ tab. You’ll see an option to have your Certificate emailed to you – it will automatically default to the email address we have on file for you, but you can change it to an alternative one.
Apia Online Services video tutorials explain how to get the most out of your account.
A PDS (Policy Statement Disclosure) is a document that provides comprehensive information about an insurance policy. If you’re considering taking out a policy with Apia, or you’re an existing customer and want to find out more about your cover, it’s important that you refer to the relevant PDS.
You can find all of Apia’s policy documents here.
The details of your last, fully paid renewal can be found in your paid renewal document, accessible by logging into Apia Online Services. From there, you’ll find a list called ‘Your Insured Policies’. Click on the policy you want your renewal details for, select ‘Get documents’, and choose the paid renewal document from the list of available documents.
When sending the document, it will automatically default to the email address we have on file for you, but you can change it to an alternative one if you prefer.
This document will only be available if you have paid for your last renewal in full, no changes have been made to your policy since its start date, and your policy isn’t due for renewal.
We (and other insurers) collect ESL to help pay for the NSW Emergency Services, including Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services.
Apia customers may find they have a higher total premium compared to last year, due to the Emergency Services Levy (ESL). This isn’t unique to Apia, as other NSW insurers also charge an ESL. The reason we collect money is to meet funding obligations to the NSW Government. They then use funds to cover vital NSW emergency services, including Fire and Rescue NSW, the NSW Rural Fire Services, and the NSW Emergency Services. The NSW State Government has increased the fund required to cover these services.
If you require any further information regarding the re-introduction of ESL, please feel free to contact us.
A duty to take reasonable care not to make a misrepresentation applies to Consumer Insurance Contracts. To meet this duty, it is important that you answer questions truthfully and accurately.
I'm sorry you're thinking of cancelling! You can cancel your car, home or landlord insurance online (excluding CTP & MAI) in your My Account. If you haven't registered, it's easy to get started.
Supporting our gender diverse community.
We're committed to ensuring our products and services reflect the diversity of our community.
We're reviewing our systems as they currently only request Male and Female. If you don't identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number. If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 50 50 with the quote or policy number, or just call us direct for a quote.
Please note we are only able to acknowledge non-binary gender for Car Advantage Insurance, Home and Contents Insurance, Home and Contents Extra Insurance, Village Style Residence Insurance, Apartment Style Residence Insurance, Assisted Living Residence Insurance, Landlord Insurance, Caravan Insurance, Motorcycle Insurance, Motorhome Insurance, Boat Insurance.
Each of Apia’s insurance products utilise a five-stage product lifecycle (Design, Delivery, Review, Enhance/Modify and Decommission). This approach allows us to put you, the customer, at the centre of our product development and distribution.
