COVID-19

We’ve got you, Queensland

Our state is facing tough times and there’s no doubt the COVID-19 health crisis is having a far-reaching impact on the world, including right across Queensland. However, our state is no stranger to a crisis and we’re ready to respond to this. We have a long history of helping Queenslanders in tough times, and this is no different. This situation is evolving day-by-day, and we’re doing whatever we can to ensure we’re here for you from the side of the road, to meet your banking needs, or to process your insurance claim. 

How we’re responding

We’ve planned for a pandemic for some time and have a detailed and flexible Pandemic Response Plan in place. This plan ensures our business can continue operating and supporting Queenslanders throughout, and beyond, a crisis like this.

We’re working closely with the State and Federal Government to ensure we have the resources to support our community in the safest way possible and have the most up-to-date information.

Our team is ready

To ensure our critical staff can continue their work, we have enabled a portion of our team to work from home during lockdowns. This means your next call to us might just be answered by somebody sitting in their home office.

Our retail stores will stay open, unless there is a local risk identified. These services are considered essential and we have sufficient measures in place to protect employees and members. All retail staff will wear masks as per instructions from Queensland Health.

Our roadside patrols will still be out on the roads keeping Queenslanders safe during any lockdowns, however, we've made changes to our process. When you call for assistance, you’ll be asked to say whether you have been unwell, overseas, or tested for COVID-19. This precaution will help us keep our team and other Queenslanders safe by reducing the risk of spreading the virus.

For banking and insurance claims support, we have our team available to answer calls. Please see contact centre operating hours. 

If you need support and call outside of the listed hours, your call will be directed to our contact centre and night operations consultants will complete a call-back request. Our banking and claims support team will then return your call during opening hours.

If your insurance claim requires an assessor to visit, please call and let us know if you have been unwell, overseas, or tested for COVID-19. We can still proceed with your claim and may conduct a virtual assessment.

If you’re in a vulnerable position, you can find more information on how we can assist you here.