Whether you’re faced with a bushfire, flood, cyclone or storm, dealing with the advent and aftermath of a natural disaster can feel overwhelming and isolating.

But you don’t have to do it alone.

Here’s some of the support that’s available to you as an Acenda customer, how you can get it, and what you can do to effectively prepare for, and safely recover from, a natural disaster.

How you can get support

Lodge a claim

If you’ve experienced a serious illness or injury due to a natural disaster, we’ll guide you through the claim lodgement process with speed, clarity and compassion.

How to make a claim

Call our claims team on 1300 125 246 between 8.30am and 6pm (AEST/AEDT), Monday to Friday.

We’re ready to help whenever it’s safe for you to get in touch. Or, if you prefer, you can reach out to your financial adviser.

Premium relief options

If a severe weather event has disrupted your financial wellbeing, either directly or as part of your involvement in a volunteering or emergency response, we can help.

Call us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday. You should also contact your financial adviser to discuss what’s right for you.

Looking after your health

Recovering from a natural disaster can be both physically demanding and emotionally challenging. We’re here to ensure you prepare effectively and recover well.

Click through to find practical tips for prioritising your health before, during, and after disaster strikes.

Bushfires

Preparation and recovery

Cyclones

Preparation and recovery

Floods

Preparation and recovery

Storms

Preparation and recovery

Mental wellbeing

Support

Staying connected during an emergency

Please follow advice from the emergency services in your area, and remember: 

  • Always call 000 if you’re in immediate danger.
  • Stay updated via local authorities and reliable sources for warnings and evacuation notices.

Key state and territory contacts for emergency assistance

 State / Territory  Emergency service
 Australian Capital Territory www.esa.act.gov.au
 New South Wales www.ses.nsw.gov.au
 Northern Territory www.pfes.nt.gov.au
 Queensland     www.qfes.qld.gov.au
 South Australia www.ses.sa.gov.au
 Tasmania www.ses.tas.gov.au
 Victoria www.ses.vic.gov.au
 Western Australia www.dfes.wa.gov.au

Frequently asked questions

Claims

  • How do I submit a claim?

    You can submit a claim by calling us on 1300 125 246, between 8:30am to 6pm, (AEST/AEDT), Monday to Friday or by speaking to your adviser.

    To get started, you’ll need to provide details of your situation – we can guide you through the documents you’ll need to submit. If you can’t locate or access original documents, we also accept other forms of proof. Learn more.

  • How long will it take to process a claim?

    We understand that waiting for a claim outcome can be stressful.

    You can help us assess your claim more quickly by providing the documentation we ask for promptly and accurately. We understand that if your home has been affected by fire or flood, you may have lost important documents, please know we’re here to help. If you have any questions or need assistance, don’t hesitate to contact us.

    The claims process and our decision on your claim follow the terms and conditions of your policy. We'll explain why if we can't make a decision within two months on Income Protection claims or six months for Life, TPD and Critical Illness claims. Usually, this is because we're waiting for information.

Premium and payment support

Health and wellbeing support