• Why is CommBank providing a refund?

    CreditCard Plus (CCP) Insurance protects customers’ credit card repayment obligations in the event of death, terminal illness, disability and involuntary unemployment.

    Following a review of our records, we have identified that CCP Insurance may have been sold to a number of customers who may not have been eligible for all the benefits when they bought their policy. Therefore, we are refunding the premiums paid by impacted customers.

    We are also reminding impacted customers to consider cancelling their CCP Insurance policy where they may still be paying premiums for benefits they may not be eligible to receive.

  • Who may be receiving a CCP premium refund?

    To check if you’re eligible for a refund and work out whether you need to cancel your policy simply visit the unique link sent to you via letter or email and complete the online form. Alternatively, you can call 1800 785 683 (or +612 8093 1687 from outside Australia), between 9am – 5pm, Mon-Fri (Sydney/Melbourne time).

    You may have received a SMS, letter or email containing a unique reference number. You will need this unique reference number to check if you are eligible for a refund.

  • How will impacted customers be notified?

    Impacted customers with an open policy will receive a letter, SMS, NetBank messages and NetBank notifications. Customers who have closed their policy will receive NetBank massages and letter.

  • How will customers receive their refund?

    If you have an open, eligible transaction account with CommBank at the time the refund is paid, then your refund will be credited directly to this account. The statement description will be “CreditCard Plus Premium Refund”. If you don’t have an eligible account, a bank cheque will be sent via post, to the address held on file.

    To confirm your address details, please call 1800 785 683 (or  +612 8093 1687 from outside Australia), between 9am – 5pm, Mon-Fri (Sydney/Melbourne time). 

  • How are refund amounts calculated?

    For customers who may not have been eligible for all the benefits when they purchased CCP Insurance, we will refund 75% of the premiums paid. For customers who were students when they purchased the policy, we will refund 100% of the premiums paid. 

  • Why are the CCP customers who were not students receiving a refund of 75% of the premiums paid and not 100%? 

    Customers who were not students when they purchased CCP Insurance are getting 75% of the premiums paid and not 100% as they were still eligible to claim for some benefits of the product – namely Death and Terminal Illness benefits.

  • What if my policy is still open?

    You may want to keep your CCP Insurance policy if you believe you need to be insured for associated risks. You should consider your own circumstances and ensure this product is right for you. For further details regarding CCP Insurance, please visit our dedicated customer website.

    You should consider cancelling your CCP Insurance policy if any of the following apply to you:

    • you are currently employed in seasonal work (see below); 


    • you currently work, on average, less than 15 hours a week.

    Seasonal work is a form of temporary employment that only occurs during certain times of the year. Seasonal work is most often used in the agriculture sector (e.g. fruit pickers) and the accommodation sector (e.g. working in a ski lodge during winter). 

  • What if I wish to cancel my policy?

    You may cancel your policy at any time by contacting AIA Australia on 13 39 82  between 9am – 5pm, Mon-Fri (Sydney/Melbourne time). Your policy will remain active up until the time it’s cancelled. You can submit claims for events that occurred up until the time that the policy is cancelled, but you can’t claim for any event which happens after you cancel.

    Any existing claims you’ve made will not be affected by a cancellation.

  • What if I have a question or would like to lodge a complaint?

    You can call CommBank on 1800 785 683 (or +612 8093 1687 from outside Australia), between 9am – 5pm, Mon-Fri (Sydney/Melbourne time). 

    If we have not responded to your complaint or you are not happy with how we have tried to resolve it, you can ask for your complaint to go through our dispute resolution process. You can do this by contacting our Customer Service Team and asking for your complaint to be escalated to one of our Dispute Resolution Specialists.

    CommBank is also a member of the Australian Financial Complaints Authority (AFCA; previously known as the Financial Ombudsman Service). If we take more than 45 days to respond to your complaint or you’re unhappy with how we’ve resolved it, you can contact AFCA directly by visiting www.afca.org.au or calling 1800 931 678.

    Accepting a refund, or your decision to keep or cancel the CCP Insurance policy, does not affect your right to complain or go to AFCA. ASIC’s MoneySmart website has some useful information about consumer credit insurance that may help you decide if you should keep this policy.