Help & support
No, Home Loan Compassionate Care is complimentary protection that comes with your eligible home loan. There’s no need to sign up to or activate it.
Yes, both new 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.
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.
No. Home Loan Compassionate Care came into effect on 24 February 2020, so only claim events that happen on or after 24 February 2020 are eligible. If the unexpected happens and you aren’t eligible for Home Loan Compassionate Care, our Financial Assistance Solutions team can work with you to develop a solution 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. We use this amount to make the minimum required repayments to your eligible home loan until that amount is paid out in full. Typically this covers your home loan minimum required repayments for around 12 months from the claim event, but any changes to your loan can affect the period.
Home Loan Compassionate Care continues to pay your minimum required repayment each month until the fixed benefit amount (calculated at the time of the claim event) is paid out in full. It covers your Principal and Interest repayment if you are on a Principal and Interest loan, and your Interest Only payment if you're on an Interest Only loan.
Home Loan Compassionate Care payments will start once your claim is accepted. We will pay you an initial lump sum for the months that have passed between the date of claim event and the date we process your first payment. We then use the remainder of the benefit amount to pay the minimum required repayment on your home loan each month until the benefit is paid out in full.
Any changes to your loan that cause your minimum required repayment to increase or decrease will impact how long Home Loan Compassionate Care payments run for. This means the Home Loan Compassionate Care payments may run for longer or shorter than the usual 12 months, depending on whether the changes to your loan increase or reduce your minimum required repayments.
No, Home Loan Compassionate Care payments are paid into your home loan on a monthly basis. You can still make additional repayments under your home loan on a monthly, fortnightly or weekly basis.
Additional repayments may allow you to pay down your loan faster and build available redraw, but may incur additional fees and charges if you have a Fixed Rate loan. Find out more about Early Repayment Adjustments.
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.
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 make your home loan repayments typically for around 12 months from the claim event. 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.
No, your interest rate won’t be impacted because of Home Loan Compassionate Care. However, additional fees and charges may apply to any additional repayments you choose to make while you're being paid benefits if you have a Fixed Rate home loan. Find out more about Early Repayment Adjustments.
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.