This is a guide to helping customers affected by financial hardship.


What is Financial Hardship?

Financial Hardship means you have difficulty meeting your financial obligations to us.

How we can support you

We appreciate there are times when circumstances beyond your control can make it difficult to meet all your financial commitments.

Step 1 – Let us know

If you are struggling to make a payment to us, please let us know as soon as possible.

To see how we can assist you, we will ask you to complete a Financial Hardship Application.

Once you have completed the application, you will need to gather your supporting documents.  You’ll need to provide evidence of your main income (payslip or Centrelink statement).

The following documents may be required if they are relevant to your circumstances.

Financial situation
  • Letter from former employer confirming loss of employment
  • Letter from charitable organisation regarding loss of employment or inability to provide for basic necessities
  • Bank notice regarding unpaid overdraft or repossession of mortgaged property
  • Eviction notice
  • Copies of unexpected bills/payments
  • Pending disconnection of essential service/s
  • Repossession notice of essential items, e.g. car, motorcycle
  • Funeral expenses
  • Notice of impending legal action
  • Family law court document regarding changes.
Medical situation
  • Letter from doctor confirming inability to earn income due to disability, injury, illness or caring for sick family member
  • Overdue medical bills.


Step 2 – Submit your application

If you need help with the application process, contact us on 07 3481 9888. We can take you through the process and help you complete your application, but you will still be required to supply supporting information.

Submit your completed Financial Hardship Application and all supporting information to:


Post:      PO Box 5964, Brendale Qld 4500

Once we’ve received your application, we’ll get back to you.


Financial counselling

Sometimes you may need extra help to get through a difficult time. For free, confidential, independent financial advice visit Financial Counselling Australia or call the National Debt Helpline on 1800 007 007.

Financial hardship provisions in the Code of Practice

To find out more visit 2020 General Insurance Code of Practice.


Our Privacy Policy

The Go Insurance Privacy Policy applies to the operations of Go Insurance within Australia and explains how we manage your personal information.

We safeguard your privacy and the confidentiality of your personal information and are bound by the Australian Privacy Principles which are set out in the Privacy Act 1988 (Cth).