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DISASTER & CRISIS SUPPORT

We are here to support our customers and communities in times of need.

Here you can find help if you’ve been affected by a natural disaster. 

 

At times of major large weather events throughout the year, Commonwealth Bank activates its Emergency Assistance Package for customers and businesses affected by bushfires, floods and storms.

We understand that each customer will have different needs and we encourage our affected customers to discuss their individual circumstances with us by either phoning 1300 720 814 or visiting their nearest open branch. Special arrangements are put in place to provide support to our Commonwealth Bank and CommInsure customers should they need it, and our people are ready to assist them promptly with their financial concerns and enquiries.

As part of the Bank’s Emergency Assistance Package, we can help discuss a range of options, including:

  • Emergency accommodation assistance for CommInsure customers whose homes have been damaged by the storms.
  • Expediting claims to CommInsure for customers seeking help through their home, contents and motor vehicle insurance.
  • Customised assistance for Commonwealth Bank home loan, credit card and personal loan customers who may experience difficulties because of the storms.
  • Considering requests for additional loans including emergency credit limit increases (subject to credit approval).
  • Loan restructuring for business customers with existing loans.
  • Waiving prepayment charges for the month following the event, for affected customers wishing to access term deposits and Commonwealth Investment Bonds ahead of the maturity date.
  • Waiving other selected fees and charges.

We understand that each customer will have different needs and we encourage our affected customers to discuss their individual circumstances by contacting us.

 

FAQs for CommInsure customers

Storm

Storm (including a named cyclone) damage, is covered under CommInsure Home Insurance policy, as a standard insured event, however some restrictions apply.

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If you have Comprehensive Cover your vehicle’s insured for loss or damage caused by a storm, including hail and flood.

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We’re here to help. If you have CommInsure Home Insurance, you can lodge a claim online and one of our claims specialist will contact you. Alternatively, you can call us on 13 2423.

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Yes, you can remove damaged items, but make sure you first film or take photographs of the damage. You can throw away damaged food or potential health hazards, but ensure you retain everything else. 

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Flood

Yes, our home insurance includes cover for loss and damage caused by flood to both your building and contents.

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Yes, we’ll make emergency payments in some situations, subject to us accepting your claim and us assessing your particular situation.

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Yes, you can remove damaged items, but make sure you first film or take photographs of the damage. You can throw away damaged food or potential health hazards, but ensure you retain everything else. 

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You should contact your local SES for emergency repairs in the first instance. If they are unable to assist and you need to act quickly to prevent further damage, you can organise emergency repairs with an available tradesperson. 

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Bushfire

Fire (including bushfire) damage is covered under the CommInsure Home Insurance policy, as a standard insured event.

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We’re here to help. If you have CommInsure Home Insurance, you can lodge a claim online and we'll contact you to discuss your claim. Alternatively, you can call us on 13 2423. 

Learn more

You should contact your local SES for emergency repairs in the first instance. If they are unable to assist and you need to act quickly to prevent further damage, you can organise emergency repairs with an available tradesperson. 

Learn more

Yes, you can remove damaged items, but make sure you first film or take photographs of the damage. You can throw away damaged food or potential health hazards, but ensure you retain everything else. 

Learn more