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FAQS FOR CREDITCARD PLUS REFUNDS

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 may have been sold to a number of customers who may have been unemployed or seasonally employed when they bought their policy. This has resulted in some customers paying for benefits that they may not have been eligible to receive. Therefore, we are refunding impacted customers.

We will provide a refund to customers who we have identified as being unemployed or seasonally employed when they purchased their policy. This applies to policies purchased on or after 19 October 2011 and on or before 14 May 2015 (or 17 August 2017 if purchased online).

To check if you are eligible for a refund and work out whether you need to cancel your cover, simply visit the unique link sent to you via letter or email and complete the online form. Alternatively, you can call 1800 632 752 (or on +61 2 7955 0199 from outside Australia), Monday to Friday, 9am – 5pm (Sydney/Melbourne time).

If you are unsure, have any questions or would like more information, please call 1800 632 752 (or on +61 2 7955 0199 from outside Australia), Monday to Friday, 9am – 5pm (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.

Seasonal employment or work only comes in certain seasons, and the employment does not continue throughout the whole year but it occurs again and again in a cycle. Workers will also be employed only during that particular season, for example fruit picking or working in a ski lodge.

Impacted customers will receive a letter, SMS', NetBank messages and NetBank notifications. 

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 632 752 (or on +61 2 7955 0199 from outside Australia), Monday to Friday, 9am – 5pm (Sydney/Melbourne time).

For customers who were not employed or seasonally employed when they purchased the CCP policy, we will refund 75% of premiums paid by them. For customers who were students when they purchased the policy, we will refund 100% of premiums paid by them.

Customers who were not employed or seasonally employed when they purchased the policy are getting 75% of their premiums paid and not 100% as they were still eligible to claim for other benefits of the product – namely Death and Terminal Illness benefits.

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

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

  • you are currently employed in seasonal work,
    or
  • you currently work, on average, less than 15 hours a week

You may cancel your policy at any time by contacting 1800 632 752 (or +612 7955 0199 from outside Australia) Monday to Friday 9am – 5pm (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.

You can call us on 1800 632 752 (or +612 7955 0199 from outside Australia) Monday to Friday 9am – 5pm (Sydney/Melbourne time) if you have any questions.

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 ask 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.