What emergency assistance options may be available to you?
If you experience a major emergency like a storm, flood or fire and your home needs urgent attention a Make Safe can be organised. The purpose of a Make Safe is to reduce the amount of risk to those inside the home and prevent further damage to the home itself.
If an insured event causes damage to your home that makes it unliveable, temporary accommodation may be arranged for your family and household pets while your home is being repaired. For more information on how this works visit the FAQ page.
Urgent financial assistance
For Insurance Customers: If you need urgent financial assistance in relation to your claim or insurance payments, please call 1800 619 495. Your claim may be fast tracked or an advance payment may be made. Any advance payment may be deducted from the total value of your claim.
For ING Banking Customers: If you also bank with us, have a home or personal loan or credit card, we can offer a variety of financial support measures. To speak with the financial support team please contact 1300 349 166, Monday to Friday 8.45am to 5pm (EST).
Dealing with loss and damage to your home and all that surrounds it can be incredibly hard. Recovery can take time and there are free, independent, and professional organisations (many available 24/7) that can offer support. View a list of resources.
Supporting vulnerable customers
Our insurance partner Auto & General (learn more about Auto & General) is committed to taking extra care with customers experiencing vulnerability due to age, disability, mental health conditions, language or literacy barriers, remote locations and Aboriginal or Torres Strait Islander status. If you're experiencing vulnerability we encourage you to tell Auto & General when they assist with your claim so they can work with you to arrange the support you might need.