Help & support
Yes, customers are still eligible to claim on Compassionate Care after 16 April 2024 for eligible Claim Events that occur on or after 24 February 2020 and on or before 16 April 2024.
No, your claim will not be impacted by the changes that came into effect on 17 April 2024.
Check the eligibility criteria to see if you’re eligible for Home Loan Compassionate Care.
Yes, and existing customers are covered, provided you meet the eligibility criteria.
Yes, provided you hold an eligible home loan and the insured person meets the eligibility requirements.
If your spouse or dependant meets the age requirement and is medically certified with a terminal illness or passes away, you may still be able to claim provided you have an eligible home loan.
Yes, provided you meet the eligibility criteria.
Yes – see Limitations & exclusions for when these would apply.
To be covered under Home Loan Compassionate Care, an insured person is you (the borrower), your spouse or your dependant.
A borrower qualifies as an insured person if they are between ages 18 and 59 (inclusive) at the time of the claim event.
This occurs when a medical specialist certifies in writing that you, your spouse or dependant suffers from a terminal illness. A terminal illness is an illness or injury that will likely result in death within 12 months.
A spouse is a person who, at the time of the claim event, is between 18 and 59 (inclusive) and is:
A dependant is a person who, at the time of the claim event, is 18 or under and is:
A claim event happens if you, your spouse or dependant is medically certified with terminal illness or passes away.
We refer your claim to our insurer, AIA Australia, for assessment. AIA Australia is not part of the Commonwealth Bank of Australia (CBA) Group of companies.
Yes, provided your eligible home loan was open at the time of the claim event and the claim event was on or after 24 February 2020 and on or before 16 April 2024.
No. Home Loan Compassionate Care came into effect on 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 Sat (Sydney/Melbourne time) to request financial assistance.
Yes, you are still eligible to claim provided you meet the eligibility requirements. We will work with you to develop a solution tailored to your needs. If you’re not eligible for Home Loan Compassionate Care, we also have other solutions to help you get back on track financially.
Call us on 1300 720 814 between 8am to 9pm Mon-Fri and 9am to 2pm Sat (Sydney/ Melbourne time) to request financial assistance.
Yes, please provide all relevant documents specified in the claim form and submit these, along with your completed claim form, to your nearest branch or by post. See the Home Loan Compassionate Care claim guide for more information.
If you’ve given us your phone number, you'll receive an SMS in the first instance letting you know we’ve received your claim form. Our dedicated Home Loan Compassionate Care team will review your claim and perform a loan product and initial age eligibility check before submitting it to the insurer.
No, there is a limit of one claim event per insured person – for example, if Home Loan Compassionate Care benefits are paid for an insured person’s terminal illness, no further benefits can be claimed if they pass away.
We use your estimated monthly repayment at the time of claim event and multiply it by 12 to get your fixed benefit amount.
Home Loan Compassionate Care provides limited protection for a period of time if an eligible borrower, spouse or dependant passes away or is medically certified with a terminal illness, while Home Loan Protection provides protection for a range of life events, including:
For further information, please refer to the Home Loan Protection Product Disclosure Statement (PDS).
Note: new applications for Home Loan Protection, issued by AIA Australia, are no longer being accepted.
Note: Home Loan Compassionate Care is only available for eligible Claim Events that occur on or after 24 February 2020 and on or before 16 April 2024.
You should consider seeking financial advice before making any decision about your insurance or financial needs.
Home Loan Compassionate Care provides limited protection and is designed to support you by paying a lump sum payment worth around 12 months of minimum required repayments into your home loan. It is not a substitute for comprehensive mortgage or life insurance and is not intended to replace any existing insurances you may have.
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 eligible benefits under these policies.
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.
No, your interest rate won’t be impacted because of Home Loan Compassionate Care.
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.
For more information, download the Home Loan Compassionate Care Information Booklet or call us on 1800 319 457 between 8am and 5pm (Sydney/Melbourne time), Monday to Friday.
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.
The information is of a general nature only. It does not take into account your objectives, financial situation or needs. You should consider seeking financial advice before making any decision about your insurance or financial needs.
