If you bought a Life Insurance Policy between 12 July 2013 and 30 June 2018, your policy is now being managed by Genus Life Insurance Services.
There's nothing you need to do - we've handled all the logistics of making sure your policy remains unchanged. But you'll notice that your contact phone numbers, and documents you receive will change a little.
Who do I contact?
For policies purchased between 12 July 2013 and 30 June 2018,
these are your points of contact:
If you have an enquiry relating to your existing Life, Accident or Funeral policy purchased on or before 11 July 2013 or would like to make a claim or complaint, please contact Greenstone on the details below:
Greenstone Financial Services –
the Administrator of your policy
Greenstone (Administrator) and the Insurer Hannover (Hannover Life Re of Australasia Ltd), comply with the Life Insurance Code of Practice. The Code sets out the life insurance industry’s key commitments and obligations. It covers many aspects of your relationship with Budget Life Insurance and Hannover, from making a claim, to how you can make a complaint, providing options if you experience financial hardship or require additional support and request for information.
We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.
If you are experiencing vulnerability and would like more information on the extra care we can provide, please speak to our team on 1300 105 433.
If you would like access to specialist services, or more information on how we assist customers affected by family violence, you can read our Domestic Family Violence policy.
Greenstone - If you have a complaint
We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.
1 – Immediate Response Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern, we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.
Please contact us using one of the following means:
Please supply your policy number to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
2 – Internal Dispute Resolution If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.
3 – External Dispute Resolution In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:
Genus Life Insurance Services is a subsidiary of NobleOak Life Limited and provides management and ongoing services in relation to Life policy administration. Genus is a specialist provider of life insurance policy administration services and is based in Sydney, Australia. With values guided by principles of integrity and benevolence, and a track record in delivering exceptional service, you can be confident Genus will attend to any queries promptly and professionally.
Genus Life Insurance Services Pty Ltd ABN 89 631 536 537 is an Authorised Representative of NobleOak Services Ltd AFSL 286798. NobleOak Life Limited is an Australian publicly listed company regulated by APRA.
How do I make changes to my existing policy, or learn more?
You can make changes to your existing policy, or talk to us about these changes by calling us on 1300 88 44 88, or by emailing [email protected].
How do I make a claim on my policy?
To make a claim on your existing Life Insurance policy, please call 1300 88 44 88 or email [email protected]
For Budget Direct Life Insurance policies purchased on or before 30 June 2018
This insurance was arranged by Auto and General Services Pty Ltd (ACN 003 617 909, AFS Licence No 241411) of Level 13 Toowong Tower 9 Sherwood Road, Toowong, QLD, 4066, Australia trading as Budget Direct (Budget Direct) on behalf of the insurer, Hannover Life Re of Australasia Ltd (ABN 37 062395 484). It is now administered by Genus Life Insurance Services Pty Ltd ABN 89 631 536 573, an Authorised Representative of NobleOak Services Ltd, AFSL 286798, on behalf of the insurer Hannover Life Re of Australasia Ltd. Because we don’t know your financial needs, we can’t advise if this insurance will suit you. You should consider your needs and read the PDS and FSG before making a decision to buy insurance. Subject to the underwriting terms and conditions.
For Budget Direct Life Insurance policies purchased on or after 14 February 2022
The Budget Direct Life Insurance suite of products (Budget Direct Life Insurance) is issued by NobleOak Life Limited, AFSL 247302 (NOL). NOL and its representatives handle all claims. Budget Direct is a brand owned by Auto & General Services AFSL 241411 (AGS). AGS does not issue or guarantee the Budget Direct Life Insurance products. Descriptions of product benefits and features are a summary of general information only and is not personal financial advice. You should consider factors like your objectives, financial situation and needs, and read the relevant Product Disclosure Statement (PDS), Target Market Determination (TMD) and Financial Services Guide (FSG) before making decisions about the product. AGS receives a commission from NOL for all Budget Direct Life Insurance policies issued by NOL. The insurer, NobleOak Life, adopts the Life Insurance Code Of Practice. They have information on this on their site here. They have information about support for those experiencing vulnerability or hardship here; about making a complaint here; and about insurance premiums here.
Insurance (excluding Pet Insurance) is arranged by Auto & General Services, ABN 61 003 617 909, AFSL 241411. Registered Office: 13/9 Sherwood Road, Toowong 4066 on behalf of the insurer, Auto & General Insurance Company Limited ABN 42 111 586 353.
Budget Direct Pet Insurance is administered by Pet Health Insurance Services Pty Ltd ABN 59 638 910 675 as Authorised Representative 1282153 of Auto & General Insurance Company Limited (AGIC) ABN 42 111 586 353 AFSL 285571, Registered Office: 13/9 Sherwood Road, Toowong 4066 on behalf of the insurer AGIC and is promoted by Auto & General Services Pty Ltd (AGS) ABN 61 003 617 909 AFSL 241411.
Because we don’t know your financial needs, we can’t advise if this insurance will suit you. Please consider your needs, the Financial Services Guide, the Product Disclosure Statement, and the Target Market Determination when deciding to buy insurance. Subject to meeting underwriting criteria. Any discounts on both new and renewing policies only apply to the extent that any minimum premium isn't reached.
^Online Discounts Terms & Conditions
Discounts apply to the premium paid for a new Budget Direct Home & Contents, Home only, Contents only, Comprehensive, Third Party Property Only or Third Party Property, Fire & Theft Car Insurance policy, initiated online on or after 29 March 2017, and for a new Budget Direct Comprehensive, Third Party Property, Fire & Theft & Third Party Property only Motorcycle Insurance policy, initiated online on or after 4 June 2020 and for a new Pet Insurance policy, initiated online on or after 18 February 2021. This online discount does not apply to Roadside Assistance that is added to a Budget Direct Car Insurance policy.
The new policy discount amount varies by product: 30% discount on combined Home & Contents Insurance (consisting of 15% discount for combining Home & Contents covers and 15% discount for policies initiated online),15% for Home only or Contents only policies, 15% discount on Comprehensive, Third Party Property Only and Third Party Property, Fire & Theft Car or Motorcycle Insurance and 15% discount on Pet Insurance.
A 15% discount applies to the premium paid for a new Budget Direct Travel Insurance policy initiated and purchased online on or after 22 February 2023.
Discounts do not apply to any renewal offer of insurance.
Discounts only apply to the insurance portion of the premium. Discounts are applied before government charges, taxes, levies and fees, including instalment processing fees (as applicable). The full extent of discounts may therefore be impacted.
We reserve the right to change the offer without notice.
†Price Comparison Figures
Figures represent average savings based on data provided by customers who reported they switched online to Budget Direct's, Comprehensive Car Insurance or Combined Home & Contents Insurance or Buildings Only Insurance or Contents Only Insurance from comparable policies, between 1 January 2023 and 30 June 2023. Individual circumstances and policy terms may vary. Please compare for yourself.