We're here to help

You may be able to access a range of tailored support options if you or your business are impacted by a natural disaster or other unforeseen event.

To discuss your individual circumstances please take a look at our support options and contact us as soon as you are able. You can message us in the CommBank app, call Emergency Assist on 1800 314 695 or visit us in branch where it is safe to do so.

If English isn’t your first language, the government’s free Translating and Interpreter Service can help you to communicate with us. This service is available in over 150 languages.

Find out how to access this service by visiting our our Accessibility page.

Support for individuals:

  • Customised payment arrangements such as the option to defer loan repayments
  • Waived fees and charges
  • Temporary overdrafts, additional loans or emergency credit limit increases (subject to credit approval)
  • Early access to Term Deposits 
  • Emergency accommodation assistance for Residential Home Insurance customers whose homes have been damaged by bushfire, flood or storms
  • Expedited home and contents insurance claims

Support for business customers:

  • Deferred business loan repayments for eligible* business customers.
  • Refund of merchant terminal fees for up to 90 days or waiver of merchant terminal non-return fees for eligible^ business customers. Submit a Merchant Fee Refund request
  • Specialised tailored support for larger business customers
  • Early access to Term Deposits, Cash Deposit, Farm Management Term Deposit and Business Investment accounts 
  • If you need support, please reach out to us. If you have a Relationship Manager they will be able to discuss the support options available to you, or you can call our dedicated Business Financial Assistance team, available 24/7, on 13 26 07

Broker Emergency Assistance Package

Eligible Brokers who have been significantly impacted by the flood emergency in Australia are encouraged to contact their Relationship Manager to help them understand their options and how to apply for assistance.

Message us 24/7 in the CommBank app

Get instant help from our virtual assistant, or connect to a specialist who can message you back. You'll need notifications for the CommBank app turned on so you know when you've received a reply.

Message us

Get help

Making an insurance claim

  • Flood and storm are two of the standard inclusions^^ under Comprehensive Car insurance and Home and/or Contents Insurance policies.

    If your car or home have been damaged by the weather events across Australia, you can make a claim online or by calling 13 1361. It’s ok if you don’t know your policy number – all you need to provide is your name and address.

    If your home is at risk of further damage or you are unable to live in it, please call the Emergency Claims Assistance line anytime on 13 1361.

Claim online

Home claim

Car claim

Natural disasters & weather events

Bushfires, floods, drought, cyclones and storms can cause personal and financial hardship for people and communities. We’re here to support our customers impacted by natural disasters, however we can.

Preparing for a natural disaster

Branch impacts & banking options

Please visit our service updates page for the most up-to-date branch information, including temporarily closed branches.

  

  • ATMs1

    We understand it may be difficult to access a working ATM during a natural disaster.

    You can access any major bank ATM without having to pay any fees.

  • Australia Post

    If you are able to access a participating Australia Post office, you can use Bank@Post to complete personal and business banking transactions such as withdrawals and deposits2 and cash exchanges1, including passbooks.

    Locate your nearest participating post office

  • eftpos

    You can withdraw cash using eftpos at participating supermarkets and service centres.1

  • Online banking

    There are a number of online banking options available 24/7, allowing you to bank with confidence – anywhere, anytime:

    • CommBank app3 download the CommBank app on the App Store or get it on Google Play
    • NetBank - register for NetBank at the branch or online
    • CommBiz and CommBiz Mobile - for businesses requiring premium online banking with multiple levels of user access

    If you’re new to online banking, we have guides to help you. View online banking guides

  • CommBank Tap and Pay

    Pay on the go in store, without cash or cards. Use your phone to tap for purchases under $100. For over $100 you may need to enter your PIN depending on the terminal.

    You can now get cash out when you shop with your debit card by adding eftpos payment options. 

    More about Tap and Pay

  • Message us in the CommBank app

    Message us for instant answers from our virtual assistant, or connect to a specialist. Log onto the CommBank app and tap on the Help icon.

    You can also visit our Contact us page to find how to contact a specialist for your specific enquiry.

Are you experiencing financial hardship?

We're here to help support you and your family

Get help

Additional help

How-to-guides

Our step-by-step guides will help you manage your day-to-day banking for those times when it’s difficult to get to a branch or call us.

Help with your online banking

Services & branch availability

See the latest updates on our services including branch opening hours

Service and branch availability

Things you should know

  • As the advice on this page has been prepared without considering your objectives, financial situation or needs, you should, before acting on the advice, consider its appropriateness to your circumstances. Terms and conditions are available here and should be considered before making any decision. Fees and charges may apply.

    * Businesses eligible to apply for a three month loan repayment deferral include any CommBank business customer who holds a Variable BetterBusiness Loan or Variable SuperGear Loan as of 23 February 2022 within impacted flood postcodes with less than $10,000,000 of total liabilities with CommBank. Deferrals are only applicable on Principal and Interest repayment arrangements and Interest Only repayment arrangements. Government Scheme loans may be eligible for repayment deferrals, however, customers will need to contact the Business Financial Assistance Team on 13 26 07 or your dedicated relationship manager for assistance. Fixed rate loans, and loans in arrears are excluded from repayment deferrals. Loan repayment deferrals are offered at the final discretion of the bank.

    Loan repayment deferrals are offered at the final discretion of the bank. These products are only available to approved business customers and for business purposes only. Applications for finance are subject to the Bank’s eligibility and suitability criteria and normal credit approval processes.  Applications for finance are subject to the Bank’s eligibility and suitability criteria and normal credit approval processes. View our current Terms and Conditions for Business Finance and SuperGear and consider them before making any decision about these products. For current interest rates, visit Business banking rates and fees

    Eligibility is subject to the Bank’s case-by-case assessment and approval. Please view our  Merchant Agreement and Financial Services Guide and consider them before making any decision about these products. 

    ^^ Conditions, limitations and exclusions apply. Please read our Product Disclosure Statements (PDS) for full terms and conditions.

    Cash and banking options

    1 Transaction limits and fees may apply.

    2 For primary linked accounts. 

    3 The CommBank app is free to download; however, your mobile network provider charges you for accessing data on your phone. NetBank access with NetCode SMS required. Find out about the minimum operating requirements on the CommBank app page.