Got a question?
We’ve put together the answers to the most common questions our clients ask us. If your question is not covered here, please call us on 1300 88 44 88 or email your question to enquiry@genuslifeservices.com.au.
Policy Administration
Find the answers to your questions relating to your policy. Common questions include: Who is my insurance company? What will be changing? and Will I still be covered?
Transition of Policies
Previously, your policy was administered by Freedom InsuranceAdministration Pty Ltd., Budget Direct Life Insurance or OziCare.
Genus Life Insurance Services has taken the administrative role over from1st of june 2019 for all policies sold by Freedom insurance, from
1st December 2021 Genus Life insurance service also took over the administration for BudgetDirect Life insurance and Ozicare.
There is no change to the terms of your policy.
If you are currently paying a premium, nothing will change. If you are within a premium-free period, your premium will commence after the end of the premium-free period.
There is no change to how you currently pay your premiums. If you have a direct debit or a credit card authority in place you do not need to change this. If you are still within the premium free period, we will notify to let you know when your renewal is occurring and confirm your payment instructions.
You can make a claim by contacting us on 1300 88 44 88. More details can be found here.
Your claim will not be affected by this change and you do not need to do anything. We will be in touch with you to discuss the next steps of your claim.
Making a claim
Find answers to your questions related to making a claim. Common questions asked include: How do I make a claim? How can I find out about my claim? and How long will it take to pay my claim?
Making a claim
To make a claim you must notify us within 14 days of your injury or illness, or as soon as practically possible. We will send you a claim form which gives you all the information you need to proceed with the claim.
Should you have any questions about the progress of an existing claim, want to lodge a claim or find out about our claims process, please call us on 1300 88 44 88.
Genus aims to assess and pay all valid claims quickly and efficiently. We assign a dedicated claims consultant to each claim to ensure the process is smooth and stress-free. We aim to make payment within five business days after we have received all necessary documentation and your claim has been approved.
The required documentation for a Life Insurance claim is:
- Completed and signed Claim Form:
- Death Certificate:
- Birth Certificate: and
- A copy of the Will and/or Probate.
Some claims may require medical investigation to check disclosures before the claim is approved. This can delay the process depending on how quickly medical reports can be obtained from the relevant doctors. If a coroner is involved, their investigations can delay claim payments significantly.
Changes to Your Cover
Find answers to your questions related to making a claim. Common questions asked include: How do I change my contact details? How do I update my beneficiaries? and How do I cancel my cover?
Changes to Your Covers
To make a change to your details you can:
- Call us on 1300 88 44 88 between 9.00am and 6.00pm (AEST) Monday to Friday
- Email enquiry@genuslifeservices.com.au
- Complete a change of address form
If you want to add or remove a beneficiary from your insurance policy, please complete the Nomination of Beneficiary Form and return via email to enquiry@genuslifeservices.com.au or mail (signed and dated) to Client Services, Genus Life Insurance Services, GPO Box 2548, Sydney NSW 2001.
You will need to provide the full name and date of birth of the beneficiary, and their relationship to the life insured. If you have more than one beneficiary, the designated benefits for each must add up to 100% of the total benefit.
You may request us to decrease your level of cover. However we are not able to increase your cover.
If you would like to discuss changing your cover, you can speak to our friendly Genus service team on 1300 88 44 88 between 9.00am and 6.00pm (AEST).
If you would like to decrease the level of cover on your insurance policy, you can also send your written request to: Client Services, Genus Life Insurance Services, GPO Box 2548, Sydney NSW 2001.
If you would like to add a third-party authority to your cover, for instance to give your financial adviser or spouse the authority to give instructions to us on your behalf, simply write a signed and dated request to that effect.
We can accept this request via:
- Email enquiry@genuslifeservices.com.au
- Mail your request to Client Services, Genus Life Insurance Services, GPO Box 2548, Sydney NSW 2001.
If you decide to cancel your policy you can call us on 1300 88 44 88, write to us or complete the attached forms and send to us as follows:
- Email enquiry@genuslifeservices.com.au
- Mail your request to Client Services, Genus Life Insurance Services, GPO Box 2548, Sydney NSW 2001.
To change or update your direct debit and credit card details, please call us on 1300 88 44 88 or send us your credit card authorisation form to enquiry@genuslifeservices.com.au.
If you are experiencing difficulty in paying your premium, we may be able to assist. Please call us on 1300 88 44 88 to discuss if there are options that will work for you.