Supporting Our Customers

If you're a CHU customer in need of extra support, rest assured that we have dedicated support measures and resources available.

At CHU, we understand that life can present difficult circumstances, especially concerning financial distress, natural disasters, mental health, or families in crisis. At all times, we are committed to assisting our customers with the utmost respect and flexibility.

We are committed to providing comprehensive support in a variety of areas as outlined below. Our priority is ensuring that everyone receives the assistance they require during these challenging situations.

Compliments
Complaints and disputes

CHU are dedicated to providing high quality service to our clients. The way in which we handle complaints is an integral part of our customer service experience. If you have a complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns. Click here to read more about the process to lodge a complaint.
Claims support
Financial Hardship

Experiencing financial hardship? If you need to make a payment to CHU and think you may have trouble, or are finding it difficult to meet repayments, please let us know as soon as possible so we can consider the most appropriate options to assist you. We understand situations can sometimes arise that make it difficult to meet all of your financial commitments. If you feel you’re facing financial hardship, the following process highlights how you can get in touch with us to request assistance. We will consider every request for assistance on an individual basis and will work with you to develop a solution tailored to you circumstances.
If you are experiencing Financial Hardship, please read our Financial Hardship Policy.
Financial Difficulty Services:

National Debt Line

1800 007 007

9.30am to 4.30pm, Monday to Friday

Provides access to a local financial advisor.
Family and Domestic Violence Support

Family and domestic violence is a complex issue that CHU takes seriously. Family and domestic violence refers to violent, threatening, or abusive behaviour where an abuser seeks to dominate, coerce or control the other person, often an intimate family member or partner. If you’re experiencing family and domestic violence, please read our Family Domestic Violence Customer Support Policy.

Family and Domestic Violence Services

If you are facing challenging personal circumstances and need help, Australia has many free external support services available. In an emergency, or if you’re not feeling safe, always call 000.

Service	Details	Description
1800 Respect	1800 737 732	24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.
Women's Legal Services Australia	http://www.wlsa.org.au/	A national network of community legal centres specialising in women's legal issues.
Aboriginal Family Domestic Violence Hotline	1800 019 123	A dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.

Interpreter services

CHU Underwriting Agencies offer customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.
If you have an existing claim or complaint and need access to an interpreter, please contact your Claims Officer or Dispute Resolution Officer directly or email our Customer Service team on customerservice@chu.com.au.

Physical and mental health Services

Lifeline	13 11 14 (24-hour crisis support)	24-hour support for anyone across Australia experiencing a personal crisis or thinking about suicide.
MensLine Australia	1300 789 978	24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties.
National Relay Service (NRS)	Voice: 1300 555 727 TTY: 133 677 SMS: 0423 677 767	NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment.
GriefLine	https://griefline.org.au/	Support for people experiencing grief, loss and trauma.
Relationships Australia	1300 551 800	Relationship support services for individuals and families, including counselling, family dispute resolution and education support programs.

We value your opinion

Whether you have compliments or complaints, we're here to listen.

Compliments

CHU success is built on customer satisfaction and relationships.

If you've had a great experience with CHU, we'd love to hear about it.

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Complaints

The way in which we handle complaints is an integral part of our customer service experience.

If you have a complaint, we would appreciate you giving us the opportunity to resolve your concerns.

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Supporting Our Customers

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Compliments

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