FAQs for customers

If you’ve lost your plan documentation, simply call us on 1300 407 349 or email us at customer@futuraprotect.com.au and we’ll send you a copy.

Call us on 1300 407 349 or email us at customer@futuraprotect.com.au and we’ll update your details.

The premium you pay may increase each year due to:

• regular age increases (if your plan has stepped premiums)
• some discounts cease during the life of your plan like the new cover reward discount
• any increase in tax, duty or charge introduced by government; and/or
• if you increase your sum insured (including through the Indexation Benefit)
• You vary your plan, for example you add a new type of insurance; and/or
• We change the premium rates*

Each year we’ll send you an annual anniversary notice outlining your premium payable.

* The cost of your insurance cover is not guaranteed, and the insurer can change the premium rates. Decisions to change premium rates do not occur because of changes to an individual customer’s own circumstances, but rather are determined in relation to the group of customers.

If you can’t afford to pay your premiums please contact your financial adviser, call us on 1300 407 349 or email us at customer@futuraprotect.com.au and we’ll let you know what options are available.

Premium payments for Futura Protection plans are paid through direct debit, either by credit card or debit card, ensuring you don’t accidently forget a payment. You can choose to pay your premium monthly or yearly. If you pay your premium monthly, we’ll apply a premium frequency loading to your premium, which helps cover the costs of collecting your premium more frequently.

Interim accident cover is designed to provide you with limited cover while your application is being assessed by us and is available free of charge. It starts as soon as we receive your fully completed application form, a completed personal statement and a completed premium deduction authority.

Any future improvements to the benefits and definitions of Futura Protection will be passed on to you, provided they don’t result in an increase in premium.

These improvements will apply to future claims. They won’t apply to current claims, or to claims resulting from an illness, injury or medical condition, which occurred before the improvements came into effect.

Yes, your Futura Protection plan covers you 24 hours a day, anywhere in the world.

If you cancel your Futura Protection plan during the cooling-off period and you haven’t made a claim, your plan will be cancelled from the commencement date, and we’ll refund any premiums you’ve paid. If your cover is inside super, your refund may need to be preserved within super.

If you cancel your plan after the cooling-off period, premiums aren’t refundable.

Yes, you can cancel your Futura Protection plan if you no longer need it. You can let your adviser know or simply call us on 1300 407 349 or email us at customer@futuraprotect.com.au and we’ll let you know what you need to do.

We know life is constantly changing, and you may need to make changes to your Futura Protection plan from time to time. In many cases, general plan alterations such as changes of address or bank account details can be completed over the phone. For more complex plan alterations, we may require additional information. Either way, simply call us on 1300 407 349 or email us at customer@futuraprotect.com.au and we’ll make the process as easy for you as possible.

Your Futura Protection plan starts when your application has been assessed and approved by us, and we have received your first premium. As soon as your cover is approved, a welcome letter will be sent to you via email, along with a plan schedule outlining the full details of your cover, including your plan’s commencement date.

You may still be eligible for life insurance if you have any pre-existing health condition(s). Your financial adviser can help answer any questions you may have about these and guide you through the application process.