What is Home Loan Compassionate Care?

  • We know it’s a difficult time when you or someone in your family is diagnosed with a terminal illness or passes away. That’s why we’re helping support you with your home loan, so you can focus on the things that matter.

    Home Loan Compassionate Care is complimentary protection for your eligible Owner Occupied home loan that helps support you by paying your home loan repayments for around 12 months if you, your spouse or dependant passes away or is medically certified with a terminal illness.

Provided together with the AIA group, Home Loan Compassionate Care is a first for Australians.

Are you eligible?

  • Home Loan Compassionate Care is available on eligible existing CommBank Owner Occupied home loans, regardless of whether you took out your loan directly from us or through a Broker.

    You may be able to receive a Home Loan Compassionate Care benefit for your eligible home loan if an insured person is medically certified with a terminal illness or passes away – we call this a claim event. Note: 'terminal illness' is defined as an illness or injury that will likely result in death within 12 months. 

    Home Loan Compassionate Care is available for claim events that occur on or after 24 February 2020 and on or before 16 April 2024.

    An insured person is:

    • You (the borrower), if aged 18 to 59 (inclusive);
    • Your spouse, if aged 18 to 59 (inclusive);
    • Your dependant(s), if aged 18 (inclusive) and under.

    An eligible home loan is a fully or partially funded, CommBank-branded, Owner Occupied home loan, including:

    Home Loan Compassionate Care is not available for Investment home loans; Viridian Line of Credit; Equity Unlock for Seniors; Commonwealth Portfolio loans and Staff Housing loans (legacy); loans established for business purposes or for organisations or trusts; any loan that is closed, written off, sold or discharged; and non-CommBank-branded home loans. 

    Note: We determine ‘Owner Occupied’ based on our records at the time of a claim event. If you have a CommBank Investment home loan and its purpose changes to Owner Occupied, please notify us as soon as possible so we can record the change. 

How does Home Loan Compassionate Care work?

  • We’ve created Home Loan Compassionate Care to help support you in paying your home loan repayments for around 12 months.

    • If a claim event occurs, let us know as soon as possible so we can help guide you through the process.
    • Once you’ve submitted your claim form and other relevant documentation, your claim will be assessed by the Insurer. 
    • If your claim is accepted, the Insurer will pay us a fixed benefit amount, calculated by taking your home loan’s estimated monthly repayment at the date of claim event and multiplying this by 12.
    • We will pay the minimum required repayment on your eligible home loan(s) each month until the fixed benefit amount is paid out in full.
    • The fixed benefit amount typically covers 12 months of repayments, however any changes to your loan can affect this. This means you still have the flexibility to make any changes to your loan during this time – like increasing your home loan, redrawing or switching your loan type.

    Limitations & exclusions 

    • A $120,000 cap on benefits applies for each insured person across all eligible home loans.
    • If a claim is accepted, you can’t claim for the same person again in the future.

    If your eligible home loan was funded on or after 24 February 2020, your claim won’t be paid where:

    • The illness or injury from which the insured person:
      • passes away or suffers a terminal illness, was medically diagnosed as terminal before the home loan was funded; or
      • passes away, was medically diagnosed before the home loan was funded and the death occurs within one year of the home loan being funded.
    • The insured person is a borrower under the loan and they pass away from suicide or self-inflicted injury within one year after the home loan was funded.
    • The Claim Event occurred on or after 17 April 2024.

    Other important exclusions and limitations apply, including for war, terrorism and illegal activity – see the Home Loan Compassionate Care Information Booklet for more information.

How to claim

  • Our dedicated Home Loan Compassionate Care team is available to support you through the claims process, providing one-on-one guidance to help you navigate this difficult time.

    To claim for Home Loan Compassionate Care, you or your legal representative will need to:

    1. Complete the relevant claim form, available below:
      Download the Home Loan Compassionate Care claim form - Terminal illness
      Download the Home Loan Compassionate Care claim form - Death
    2. Provide us with the completed claim form and relevant supporting documentation as outlined in the relevant form. You can do this by:

      - Submitting the form and documentation in person to your local CommBank branch; or

      - Mailing them to: Processing Services, Home Loan Compassionate Care, PO Box 334, Silverwater, NSW 2128.

    For more information on how to claim, see our guide to making a Home Loan Compassionate Care claim (PDF).

    If you need any help filling out the claim form or if you have any questions about your claim, call us on
    1800 319 457 between 8am and 5pm (Sydney/Melbourne time), Monday to Friday.

Support

Looking for comprehensive protection for you and your home?  

Home Loan Compassionate Care provides a basic level of protection for a limited period of time, but you might like to consider comprehensive protection for you and your home.

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Home Loan Compassionate Care FAQs

  • Will CommBank customers still be eligible for Home Loan Compassionate Care claims after 16 April 2024?

    Yes, customers will still be eligible to claim on Compassionate Care after 16 April 2024 for eligible Claim Events occurring on or after 24 February 2020 and on or before 16 April 2024. 

    If I already have an approved claim will I stop receiving benefits after 16 April 2024? 

    No, your claim will not be impacted by the changes coming into effect on 17 April 2024. 

    How do I know if I’m eligible for Home Loan Compassionate Care?

    Check the eligibility criteria to see if you’re eligible. 

    Do I need to sign up to Home Loan Compassionate Care?

    No, Home Loan Compassionate Care is complimentary protection that comes with your eligible Owner Occupied home loan. There’s no need to sign up to or activate it.

  • Will my Home Loan Compassionate Care benefit be reduced if I have other insurance policies?

    No, your Home Loan Compassionate Care benefit will not be reduced if you have other insurance policies, for example Home Loan Protection. You should check your other insurance policies to see if Home Loan Compassionate Care benefits will reduce your benefits under these policies.

    Can I still make a claim if the date of the claim event was before 24 February 2020?

    No. Home Loan Compassionate Care came into effect on the 24 February 2020, so only claim events that happen on or after 24 February 2020 and on or before 16 April 2024 are eligible for customers with an eligible home loan during this period.

    If the unexpected happens and you aren’t eligible for Home Loan Compassionate Care, we have various teams available to support you depending on your circumstances – please visit our Financial Support page for more information.

    If you’re facing financial difficulty, our Financial Assistance Solutions team can work with you to explore options tailored to your needs. Call us on 1300 720 814 between 8am and 9pm Mon-Fri, and 9am and 2pm Saturday (Sydney/Melbourne time) to request financial assistance.

  • Does Home Loan Compassionate Care cover existing CommBank home loan customers?

    Yes, both new and existing customers are covered, provided you meet the eligibility criteria.

    Am I covered if I took out my home loan through a broker?

    Yes, provided you meet the eligibility criteria

    Since Home Loan Compassionate Care will no longer be available after 16 April 2024, who can help me if I have an unexpected claim event happen after this date and I’m facing Financial Difficulty?

    We’re here to help, with various teams available to support you depending on your circumstances – please visit our Financial Support page for more information.

    If an unexpected claim event happens and you’re facing financial difficulty, our Financial Assistance Solutions team can work with you to explore options tailored to your needs. Call us on 1300 720 814 between 8am and 9pm Mon-Fri, and 9am and 2pm Saturday (Sydney/Melbourne time) to request financial assistance.

    I want to learn more, what options do I have available? 

    CommBank has partnered with AIA Australia to actively improve the financial health and wellbeing of Australians. Find out more about Life Insurance and Income Protection offered by AIA Australia, or Financial Advice from AIA Financial Wellbeing.

    See all FAQs

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Things you should know

  • Home Loan Compassionate Care is underpinned by a group policy held by us with the insurer, AIA Australia Limited ABN 79 004 837 861 AFSL 230043 (AIA Australia).  AIA Australia is not part of the Commonwealth Bank of Australia (CBA) Group of companies.

    For more information, download the Home Loan Compassionate Care Information Booklet.

    Home Insurance is provided and issued by Hollard Insurance Partners Limited ABN 96 067 524 216, AFSL 235030 (Hollard) and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). Hollard is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of Hollard or the products Hollard offers and this insurance product does not represent a deposit with or liability of either CBA or any of its related bodies corporate. If you purchase a Home Insurance policy, CBA is paid a commission which is a percentage of your premium.

    For products issued by Hollard, information about the target market can be found within the product’s Target Market Determination available here.

    This information has been prepared without considering your objectives, financial situation or needs.  You should, before acting on this, consider the appropriateness of the product to your circumstances. A Product Disclosure Statement (PDS) is available at all Commonwealth Bank branches, by downloading them from commbank.com.au or by calling 13 2423 and should be considered before making any decisions about this product. You should also read the Premium, Excess and Discount Guide (PEDG), Key Facts Sheets (KFS), and Financial Services Guide (FSG) by clicking on the links, or by calling 13 2423 for a paper copy.