General FAQs

Things you should know: The following information is to serve you as a reference guide only. It does not substitute or replace your insurance contract, Certificate of Insurance or PDS.

How can you contact us?

By phone 1300 878 346
Overseas phone number +61 02 9099 8044
Via the internet http://www.trueinsurance.com.au/
By mail True Insurance
Suite 2, Level 2 144 Marsden St
Parrmatta NSW 2150
In personAt the True Insurance assessment centre.
E-mail CustomerService@TrueInsurance.com.au
Please provide your name and policy number as mentioned in your insurance policy.

How can you get a quote?

Quotes for the following True insurance products can be obtained on the True Insurance website:

  • Vehicle insurance
  • Building and contents insurance
  • Travel insurance
  • Life Insurance
  • Handbag Insurance
  • Pet Insurance
  • Accident Insurance
  • Smart Phone Insurance
  • Tablet Insurance
  • Business Insurance

You can obtain an online quotation and commence a new Vehicle, Home, or Travel policy with your credit card (we accept Visa or Master Card).

We also provide quotes for these products by calling 1300 878 346 or visiting any True Insurance branch.

Before deciding to purchase insurance please obtain the relevant Product Disclosure Statement available on the True Insurance website or by contacting us.

The payment facility on the True Insurance website is protected by encryption security and your credit card number is not stored by us on any web server. We make sure to hold all personal information on our mainframe computers.

How can you make payments?

True Insurance helps to make payments as painless as possible. Obtain a quote and commence a Vehicle, or Home policy using your credit card (we accept Visa, Master Card, AMEX) using the True Insurance website’s secure payment online.

If you have an existing notice, you can use the following payment options:

By phone To pay any of your True insurance renewals just call 1300 878 346, 24 hours a day, seven days a week. When you call us, please have your credit card details and renewal notice on hand.
Post Complete your renewal notice slip and mail it to us, together with cheque to cover your premium, to:

True Insurance
Suite 2, Level 2 144 Marsden St
Parrmatta NSW 2150
In PersonIf you live or work near a True Insurance branch, pop in and pay your insurance over the counter.

Please call 1300 878 346 for more information or email us at CustomerService@TrueInsurance.com.au

How is your premium calculated?

True Insurance calculates the price of your insurance based on the likelihood of a claim being made on your policy in the future. There are several factors that are taken into account when determining your premium and your premium is a combination of the following.

  • pricing factors which are different for car and home policies
  • government charges
  • policy options
  • discounts
  • no claim discount protection.

To find out more about how we work out your premium please call 1300 878 346 for more information or email us at CustomerService@TrueInsurance.com.au

What taxes apply to True Insurance premiums?

Vehicle and home Insurance are subject to GST. Any premiums shown on True Insurance quotes, insurance schedules, renewal notices and receipts will include any applicable government taxes and levies such as stamp duty, GST or the financial services levy.

Would you like to know more about the taxes and charges that apply to True Insurance premiums? Call us on 1300 878 346.

Are your premiums tax-deductible?

Tax deductible premiums are another additional benefit offered by True Insurance plans. The premiums that you pay are generally tax deductible and the benefits you receive are generally assessable for tax purposes.

When will you have to pay premiums?

Premiums need to be paid monthly by a monthly direct debit authority with an Australian bank, building society or credit union or by a credit card that we accept.

How do you pay the premium?

Premium can be paid by direct debit from an Australian bank, credit union or building society account or by a credit card that we accept.

Will my premium increase?

Your True Insurance premium is calculated each year on the renewal date of the policy and this increases with your age or if you increase your monthly benefit amount. You premium will also increase due to the 5% increase in your cover every year.

What does the Pet Cover include?

The True Insurance Pet Cover includes:

  • Coverage against all kinds for accident and illnesses
  • Protection starts promptly and can be extended for lifetime
  • Accepted alternative and holistic therapies
  • Cover for essential procedures like vaccination and routine check-ups
  • Standard medical prescriptions and procedures
  • Benefit from No-claim incentives

How can you lodge a claim?

Should you (or your legal representative) wish to make a claim, please call us on 02 9099 8044 to speak with a True Insurance claims operator or write to:

True Insurance
Suite 2, Level 2 144 Marsden St
Parrmatta NSW 2150

We are available 24 hours a day and every day of the year for your convenience.

How can you check the status of your claim?

To discuss and confirm the status of your claim please call us at 1300 878 346.

Our Claims Consultant will be able to assist you with your claim enquiry.

How can you cancel your policy?

True Insurance allows you to cancel your policy at any time. As long as you haven’t made a claim, we will refund you the unexpired portion of the premium you have paid us. Any cancellation processing fee we apply to that product and government taxes will be deducted. Please note that there is no cancellation fee on a pay by the month policy.

To cancel your True Insurance policy, please email your cancellation request to http://www.trueinsurance.com.au/. Please provide your policy number, date of birth, mailing address as specified on your policy, the requested date for cancellation and reason for cancellation in your email to us. If there is a refund due, please also inform us about the address you would like the refund cheque sent.

Alternatively, you can call True Insurance on 1300 878 346. We can be reached 24 hours a day, and every day of the year, to process your cancellation request.

How long can you keep your Insurance Cover?

If you are an Australian resident who pays your premium on time we will continue to let you renew your Insurance Cover.

How can you change your details like contact numbers and address?

Please e-mail us at CustomerService@TrueInsurance.com.au requesting a change of your details like contact numbers and address. Please include the following information in your email:

  • your insurance policy number(s) and/or car registration number(s)
  • mailing address as mentioned on your policy
  • previous residential address, current residential address
  • for vehicle insurance, please mention the address where you park your vehicle overnight
  • new postal address (if different from residential)
  • e-mail address
  • date of change
  • any new contact telephone numbers
  • date of birth for security purpose.

Want to know more?

Simply e-mail us at CustomerService@TrueInsurance.com.au or call one of our Customer Service Specialists on 1300 878 346.