Supporting Our Customers

MSI understands life can change without warning. We are likely to experience vulnerability at some point in our lives. We are committed to supporting our customers through these difficult times with respect, flexibility, and care.

We have developed internal policies and provided appropriate training to our employees to help them understand your vulnerability and decide how and to what extent we can provide support to you.


If you are struggling to meet your financial obligations to us, please let us know as soon as possible. Contact us at or 02 9222 7600 or speak to your regular contact at MSI. 

We will provide you with a Financial Hardship Application Form to complete.

We will assess your request for Financial Hardship support upon receipt of your Financial Hardship Application Form and will decide how we may be able to support you.

During our assessment of your request, we will consider all reasonable evidence relevant to your circumstances.  For example, you may need to provide supporting documents confirming your loss of income, loss of employment or your inability to earn income due to disability, illness or injury, etc.

Depending on the policy you hold with us, our support options available to you may include:

  • fast-tracking our assessment of your claim or provide you with an emergency payment if you have an urgent financial need,
  • payment options for your claim excess or insurance premium, such as extension of due date for payment, paying in instalments or paying a reduced lump sum,
  • putting action to recover an amount from you on hold, or
  • other (a combination of the above options or a possible waiver of the debt).


You may also visit Financial Counselling Australia or contact the National Debt Helpline 1800 007 007 for free financial advice and counselling services on how to get back on track during a difficult time.


If you would like to use relay services, please visit National Relay Service (NRS) website or call 1300 555 727 (Voice Relay), or 133 677 (Teletypewriter TTY) or 0423 677 767 (SMS Relay). 


If you would like to discuss your insurance needs in a language other than English, we can provide information about our products in different languages at your request.  Please ask for an interpreter when you call us on 02 9222 7600.  We will arrange this for you where possible.

You may also visit the Translating and Interpreting Service (TIS National) for interpreting services provided by the Department of Home Affairs.


If you are experiencing domestic and family violence, you can find out about the support we can offer you through our Domestic and Family Violence Policy.

Always call 000 if you or your family members are in immediate danger.


Our Privacy Policy explains how we manage your personal information. We safeguard your privacy and the confidentiality of your personal information and are bound by the Australian Privacy Principles which are set out in the Privacy Act 1988 .