How we’re responding
We’ve planned for a pandemic for some time and have a detailed and flexible Pandemic Response Plan in place. This plan ensures our business can continue operating and supporting Queenslanders throughout, and beyond, a crisis like this.
We’re working closely with State and Federal Governments to ensure we have the resources to support our community in the safest way possible and have the most up-to-date information.
Our team is ready
To ensure our critical staff can continue their work, we have enabled a portion of our team to work from home during lockdowns. This means your next call to us might just be answered by somebody sitting in their home office.
Our retail stores will stay open, unless there is a local risk identified. These services are considered essential and we have sufficient measures in place to protect employees and members. All retail staff will wear masks as per instructions from Queensland Health.
Our Roadside Patrols will still be out on the roads keeping Queenslanders safe during any lockdowns; however, we've made changes to our process. When you call for assistance, you’ll be asked to say whether you have been unwell, overseas, or tested for COVID-19. This will help us keep our team and other Queenslanders safe by reducing the risk of spreading the virus.
For banking and insurance claims support, we have our team available to answer calls during the following hours:
Monday – Friday: 7am to 9:30pm
Saturday: 8am to 8pm
Sunday: 8am to 5pm
If you need support and call outside of the listed hours, your call will be directed to our contact centre and night operations consultants who will complete a call-back request and our banking and claims support team will return your call during opening hours.
If your insurance claim requires an assessor to visit, please call and let us know if you have been unwell, overseas or tested for COVID-19. We can still proceed with your claim and may conduct a virtual assessment.
If you’re in a vulnerable position you can find more information on how we can assist you here.
Australian Government – Coronavirus (COVID‑19)
This site will link you to the latest coronavirus news, updates and advice from government agencies across Australia.
Find out more
Queensland Health – Novel coronavirus update
Queensland Health has implemented a range of measures to protect the community and manage the impact of novel coronavirus.
Find out more
Coronavirus (COVID-19) information for older Australians
An information sheet for older Australians, their family and friends about how to protect older Australians from the novel coronavirus.
Find out more
Travel with confidence and peace of mind
Providing Australians with the latest information and advice for safe travel overseas.
Find out more