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FAQ

We have the answers

ADDITIONAL FEATURES
 

How do I bundle benefits?

Select No Cover on the benefits you don't want. You can now select an increased benefit level on the benefits you do want.

Is there a time limit on how long I can be out of the country under Worldwide Protection?

No, as long as you do not live overseas and you intend to return to Australia.

How many friends can I cover under Friends With Benefits?

All friends are eligible provided they fall within the policy terms and conditions. Only one friend is eligible per covered event.

How does Friends With Benefits work?

If a friend is injured in the same accident and you have triggered the policy, then your friend can claim against your cover as well.

I've travelled overseas and forgot to upgrade my cover to include Worldwide Protection?

You can update your cover at anytime by logging into your customer portal.

How many benefits can I bundle?

A maximum of 4 benefits can be bundled into any one benefit. There is no overall limit on how many benefits can be bundled.

Why is there a charge when I bundle benefits?

As the benefits you bundle are more likely to be claimed against, we require a small additional premium for each bundle to put towards future claims.

BENEFITS

What if there is a benefit I need that isn't covered?

If there is a benefit you need that is not covered, please email us at info@figilife.com.au. If we include the suggested benefit into Lifestyle Plus, you will receive a $500 gift card.

What if I go over the benefit allowance?

If your invoice or receipt is more than the benefit you are claiming against, the maximum we will reimburse you is the benefit limit.

How do the benefits work?

The benefits are designed to help maintain your lifestyle and cover the  unexpected costs connected to your injury or illness.

What pets are covered in the Pet Care benefit?

All pets are covered whether you have a goldfish, dog or even a goat!

How old can children be for the child care benefit?

The Child Care benefit allows for the care and supervision of children up to the age of 16 as standard

Can I amend my benefits?

You can change your benefits and cover by emailing us at info@figilife.com.au

How do I bundle my benefits?

Select No Cover on the benefits you do no want. You can now select higher benefits on the ones you want.

GENERAL TERMS
AND
CONDITIONS

 

How do I renew my policy?

You will receive an email at least 30 days prior to the expiry date of your policy, with details on how to renew your cover.

Can I cancel my policy?

You can cancel your policy at anytime by completing the cancellation form located on our Cancel My Policy page

Will I get a refund if I cancel my policy?

Yes, provided you've made no claims within the policy period.

How long does my policy run for?

Your cover will run for 12  months from the date you choose.

Can FiGi Life cancel my policy?

Yes, please refer to the cancellation section of your policy wording/PDS for details.

What will happen if I do not disclose something important?

If you knowingly do not disclose something, we may reduce the claim amount we pay you, cancel your policy or both.

What is an excess and when does it apply?

An excess is the period of time you need to serve before you can make a claim. Please refer to your policy schedule and policy wording/PDS for further details.

Who can apply for Lifestyle Plus?

Please refer to the T&C page on each product to find out the eligibility criteria

Is there a cooling off period?

Yes, there is a 21 days cooling off period.

Are there any exclusions under Lifestyle Plus?

Yes there are exclusions that apply. Please refer to the General Definitions section of your policy wording/PDS for all exclusions.

CLAIMS

How do I make a claim?

Making a claim is easy. Directions on how can be found on our Make A Claim page.

How long does a claim take to process?

48 hours, provided we've all the necessary information.

Do I need to complete a claim form?

No. Just complete the Claims Validation Questions to determine whether your claim is valid.

How many claims can I make?

You can make as many claims as you need to, provided the claim is valid. There is however an annual aggregate limit that applies to your policy.

What if I lose an invoice for a service that I want to claim for?

To enable us to assess and pay claims, we require the invoice and/or receipt to substantiate your claim.

Can I reopen a claim once closed?

Yes, just email us at claims@figilife.com.au.

Can I make a claim on behalf of someone else?

Yes, you can submit claims on behalf of other persons covered under your policy.

How are claims paid?

Once your claim has been approved, your claim payment will be transfered to your nominated bank account with 48 hours.

How do I know if I have a valid claim?

Answer the Claims Validataion Questions to determine whether you have a valid claim.

I haven't received my claim payment?

If you haven't received your claim payment within 3 business days of being notified that your claim payment has been transferred to your nominated bank account, please email us at claims@figilife.com.au.

What do I do if the Claims Validation Questions are not working?

You can email us at claims@figililfe.com.au and we will provide details on what you will need to do.

PRODUCTS

How many family members can be coverd by Lifestyle Plus 24/7 Family?

There is no limit on the number of persons, provided they are immediate family e.g. father, mother and dependent child(dren)

What are the 4 levels of protection?

There are 4 levels of ptotection to choose from as no 2 lifestyles or financial situationare the same.

Do I need to be married to purchase Lifestyle Plus 24/7 Couple?

No your spouse/partner means your husband or wife or de-facto or life partner.

What is the minimum and maximum age for Lifestyle Plus 24/7 Senior?

The minimum age is 66 and the maximum age is 75.

What is the minimum age to be able to purchase Lifestyle Plus?

The minimum age is 18.

QUOTES

Can I email the quote to myself?

Yes you can choose to have the quotation sent to your nominated email address.

Can I save my quote?

You can save your quote. An email with a link will be sent to you. Quotes are valid for 30 days.

How long is my quote valid for?

Quotes are valid for 30 days.

Can I amend my quote?

Yes, can can amend your quotation at any stage in the quote process.

I sent a quote to myself but didn't receive it?

First check the email address you entered is correct. Also check your spam folder. Finally you can email us at info@figilife.com.au and we can send it to you.

What information is required for Lifestyle Plus Personal Products?

Your name, DOB and State is all that is required to obtain a quotation.

What information is required for Lifestyle Plus Business Products?

Number of employees/members by state and name of company.

COMPLAINTS

How do I make a complaint?

We're sorry that you feel you need to make a complaint. Our complaints process can be found in our 'Customer Complaints Policy' located in the footer.

What if I do not like the response to my complaint?

You can contact Australian Financial Complaints Authority (AFCA). Details of this can be found within our 'Customer Complaints Policy' located in the footer.

Who do I need to contact about my complaint?

You can email us at complaints@figilife.com.au in the first instance.

HELP

What are FiGi Life's operating hours?

Our operating hours are from 9am-5pm Monday-Friday and 9am to 12pm Saturday.

Why do you need my personal information?

We require some personal information to assist towards our ability to offer you insurance.

What does FiGi Life do with my personal information?

We store this securely and where required may pass this on to service providers such as claims companies to assist with the processing of claims.

Where can I find my polcy number?

Your policy number can be found on your policy schedule.

PAYMENTS

Can I pay my premium monthly?

Yes. You can select monthly premium option at time of purchase.

Why do I have to pay Stamp Duty and/or GST?

These are taxes imposed by the government and can vary from state to state.

How can I pay for my policy renewal?

You can choose to pay your renewal in either a one-off payment using a debit or credit card, or if you prefer you can pay monthly. The various payment options will be included within your renewal notice.

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