ahm Life and Life Express Insurance purchased on or before 30 June 2023

Help & Support

Our Life Insurance partner has changed from 1 July 2023. Don’t worry, if you purchased a policy on or before 30 June 2023, you’ll still be able to access your cover and get support.

Contact Us

For questions relating to an existing policy (purchased on or before 30 June 2023)

Phone: 1300 052 589

8am - 8pm Monday to Friday (AEST)

Email: service@life.ahm.com.au(opens in your email client)

Mail:
ahm life insurance
Reply Paid 6728
Baulkham Hills NSW 2153

Make a complaint

We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:

Phone: 1300 052 584

Mail:
Dispute Resolution Manager
PO Box 6728
Baulkham Hills NSW 2153

Email: service@life.ahm.com.au(opens in your email client)

Our complaint resolution has three steps:

Initial response
Usually when you have a complaint, we can resolve it immediately on the phone. If we can’t immediately resolve your complaint to your satisfaction, it will then be referred for review by an independent team. Initially, we will refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 1 business day where reasonable. If we are still unable to resolve your complaint within 5 days or your complaint is in relation to hardship or a declined or disputed claim, we will advise you that your complaint has been escalated for review by our Internal Dispute Resolution Team (IDR Team).
Internal Dispute Resolution
All matters escalated to our IDR Team will be responded to in writing within 30 days. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision. Where there is a possibility that the 30 day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control0, we will contact you before the end of the 30 days period advising of the delay and outlining the reasons for the delay.
External Dispute Resolution
In the unlikely event that your complaint is not resolved to your satisfaction by the IDR Team, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the scope of the AFCA’s Complaints Resolution Scheme Rules. AFCA is an independent dispute resolution service provided free of charge.

You may contact AFCA at:
Australian Financial Complaints Authority
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: afca.org.au(opens in a new tab)
Email: info@afca.org.au(opens in your email client)

How to make a claim

The life insurance claims process has been designed to get your claim settled as quickly as possible, so there’s one less thing for you or your family to worry about. One of our helpful team members will discuss the process with you and organise the necessary documentation to be sent out to you.

If you think you may need to make a claim, get in touch on 1300 052 584.
We’re here to help from 8am - 8pm Monday to Friday (AEST).

Alternatively, you (your validly nominated beneficiary or your legal personal representative) can write to us on:
Claims Services
ahm life insurance
Reply Paid 6728
Baulkham Hills NSW 2153

Further information about making a claim can be found in the relevantproduct disclosure statements.

Our commitment to the Life Insurance Code of Practice

Swiss Re, the issuer of ahm Life Insurance products (prior to 1 July 2023) has adopted the Life Insurance Code of Practice (the Life Code). The Life Code is the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer. You can find out more about the Life Code on the Swiss Re Website.(opens in a new tab)

The Life Code sets out how insurers will assess your claim if your Insurance Policy has a medical definition which specifies an obsolete method of diagnosis or treatment that is no longer used in mainstream medical practice in Australia. Any future improvements we make to medical definitions applicable to your Insurance Policy will be made available to you in the event of your need to claim.

Policies

ahm life insurance is issued by Swiss Re Life & Health Australia Limited and administered by Greenstone Financial Services Pty Ltd. This applies to life policies purchased on or before 30 June 2023.

Find out more about Swiss Re’s Family Violence Policy(opens in a new tab)
Find out more about Greenstone Financial Services Family Violence Policy(opens in a new tab)

Your personal information will be handled in accordance with our Privacy Collection Notice(opens in a new tab), you can also refer to ahm’s privacy policy here.

Frequently asked questions

If you still have questions about your current life insurance policy purchased on or before 30 June 2023, we’ve got answers to common questions right here.

ahm life insurance products are issued by Swiss Re Life and Health Australia Limited ABN 74 000 218 306, Australian Financial Services Licence No. 324908, Level 36, Tower Two, International Towers Sydney, 200 Barangaroo Avenue, Sydney, NSW 2000.

Medibank Private Limited ABN 74 000 218 306, AR 286089 (Medibank Private), promoted the insurance as the authorised representative of Greenstone Financial Services PTY Ltd, ABN 53 128 692 884, Australian Financial Services Licence No. 343079 (GFS), 58 Norwest Boulevard, Norwest NSW 2153.

These ahm life insurance products are administered by GFS.

Your life insurance premium is calculated on a stepped basis, which means it will generally increase each year as you age and risk increases. Premium changes happen on the next anniversary date on your insurance policy. We’ll get in touch with you before your policy anniversary to let you know your new premium for the following year.

In addition, your life benefit amount will be increased by 5% each year on your policy anniversary. This means your premium will also increase to reflect the higher level of cover. You can opt out of these automatic increases by contacting us.

ahm may, from time to time, review its premium schedule, which may result in changes to the premiums charged for all ahm life insurance policies. We’ll let you know about any changes that may affect you before they happen.

Yes. Once your insurance policy starts, you may be eligible to increase the amount of your cover. Any application you make to increase your cover will be subject to eligibility criteria, including age requirements, and underwriting assessment in the normal manner.

In some circumstances, depending on your insurance policy, you may be entitled to an increase without the need for underwriting assessment. Your Product Disclosure Statement sets out the full details on how to increase your cover.

You can cancel your insurance policy within 30 days of the first premium due date and provided you haven’t made a claim, we’ll cancel the insurance policy and refund any premiums you may have paid. This is known as the ‘cooling-off period’.

If you cancel your insurance policy after the 30-day cooling-off period, you won’t get a refund of the premiums you’ve paid. If you paid your premium annually, a refund of premiums for any complete months remaining on your Insurance Policy will be made.

Important information about ahm Life Insurance and COVID-19

From juggling working from home with kids or staying at home more and enjoying a slower pace, everyone’s life has changed in some way due to the COVID-19 pandemic.

Some of us may be worried about the health and safety of ourselves and those close to us. Particularly if they’re older, have medical conditions or work on the front line in essential services, like healthcare workers.

Regardless of your situation, it’s good to understand your life insurance cover.

Yes, you can. Our underwriting procedures remain the same, and all you have to do is answer all our health and lifestyle questions honestly. However, in line with current underwriting processes we will not be able to offer you additional cover until you have fully recovered and are in good health if:

you’ve been diagnosed with COVID-19; or
you currently have symptoms of COVID-19 and are intending to be tested and seek medical advice or consultation with a doctor or other health professional; or
you are waiting on a COVID-19 test result.

Financial Hardship Support

If you’re experiencing financial hardship and are having difficulty meeting your premium payments, we’re here to help. We may agree to a short-term arrangement to assist during this difficult time. We ask that you let us know as soon as possible so we can help. Please get in touch on 1300 052 589 so we can talk through your options.

The below are free external support services that may also be able to help if you or a loved one are experiencing financial hardship or navigating a challenging situation.

Forms and guides

The below are issued prior to 30/06/2023 by Swiss Re. If you can’t find the documents you need below or are unsure which ones are relevant to your policy, please contact us for assistance.

Product Disclosure Statements

The Product Disclosure Statement provides detail on the key features, benefits, exclusions, terms and conditions of the relevant policy.

ahm life insurance product disclosure statement(opens in a new tab) (effective 27/09/2021)
ahm life insurance express product disclosure statement(opens in a new tab) (effective 27/09/2021)

Significant Event Notices

Significant event notices provide important information relating to updates or changes that may affect your policy.

ahm life insurance product upgrade brochure(opens in a new tab) (effective from 9/11/2023) – This product upgrade brochure is applicable to policy holders with a policy start date on and between 03/08/2018 – 01/07/2023.

Key Fact Sheets

Financial Services Guide

The Financial Services Guide contains information about who is providing you with the financial services. It explains the financial service offered, the fees charged and how we will deal with complaints.

ahm life insurance financial services guide(opens in a new tab)

Things you should know

Read this bit to understand more about our life insurance products, and who we partner with.

Any advice provided is general only and doesn’t consider your objectives, financial situation or needs. You should carefully read the relevant Product Disclosure Statement (which sets out the product terms, conditions and exclusions), Target Market Determination and Financial Services Guide available on this page or by contacting us to ensure the product is right for you.

ahm life insurance products are issued by the insurer, Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re). ahm life insurance products are administered by Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079 (GFS). ahm health insurance, a business of Medibank Private Limited ABN 47 080 890 259, AR 286089 (Medibank Private) promoted the insurance products as an authorised representative (AR) of GFS, AR 286089.

Your personal information will be handled in accordance with our Privacy Collection Notice(opens in a new tab).