Help and support

1. How can AMP help me?

If you have financial concerns, call us - we can spend time understanding your circumstances and discuss options for how we can help.

For banking or home loans: call 13 30 30
For super, insurance and pensions: call 131 267

2. I'm not coping, where can I get help?

If you, or any of your loved ones are struggling emotionally, please get help from your local GP, or call one of the numbers below.

National support networks include:

  • Lifeline: 13 11 14
  • Suicide Call Back Service: 1300 659 467
  • Beyond Blue: 1300 22 4636
  • Mental Health Line: 1800 011 511
  • Kids Help Line: 1800 551 800
  • Mensline Australia: 1300 78 99 78
  • GriefLine: 1300 845 745

3. Can I speak to an adviser?

There are different advice options available to you depending on your needs. Find out more

4. I’m on My AMP, how do I change my investment options on here?

Once you log into My AMP, you'll be on the Overview screen. You'll find ‘Change Investment Mix’ in the ‘I want to' menu on the right hand side of this page. You'll also find it in the menu on your Superannuation overview and Product overview pages.

5. I’m on My AMP but I can’t log in (then change the investment option) – what do I do?

Click on 'Forgotten username or password? in the login screen and follow the prompts. Or contact ampeservices on 1300 300 465 from Monday to Friday, 8.30am to 7pm (AET) or email ampeservices@amp.com.au.

Early release of super

The Federal Government is allowing people affected by COVID-19 to access up to $10,000 of their superannuation between 1 July and 31 December 2020.

Eligible individuals will be able to apply to the Australian Taxation Office (ATO) online via their myGov account at my.gov.au.

This information was last updated on Friday 24th July 2020. 

1. Am I eligible to apply for early release of super?

You’re eligible to apply for early release if you satisfy one or more of the following
requirements:

  • you’re unemployed, or
  • you are eligible to receive a jobseeker payment, youth allowance for jobseekers (unless you’re studying full-time or you’re a new apprentice), parenting payment, special benefit or farm household allowance, or
  • on or after 1 January 2020 – your role was made redundant, or your working hours were reduced by 20% or more, or
  • if you’re a sole trader — on or after 1 January 2020, your business was suspended or suffered a reduction in turnover of 20% or more

2. I don’t know where all my super is – can I get access to it anyway?

If you’re not sure where your super may be, it’s a good idea to do a super search. If you’re an AMP client, we can do this for you free of charge.

  • If you find you have super in multiple accounts, see Question 23

To find out if you have super held by the ATO,log into your myGov account.

  • If you find you have super held by the ATO, see Question 3
     

3. I have super money held by the ATO – what does this mean?

In certain circumstances super providers are required to transfer super to the ATO, usually if the member is considered lost.

If you have ATO-held super, you can’t apply directly to the ATO for the payment of this money under the COVID-19 condition of release – the money must first be transferred to a super account.

You can request a transfer through myGov, and once your super fund has received these amounts you can then apply for early release from the account.

Please allow enough processing time for any transfer requests to reach your nominated super account. If we receive a request to release money from your super before we receive your ATO-held super, we won’t be able to include your ATO-held super in any payment we make to you. You can check your account balance in My AMP to make sure your ATO-held super has been received before applying.

4. What is a fee rebate?

A fee rebate is a refund that’s applied to your super balance. If your super account balance is less than $6,000 at the end of the fund’s income year (30 June), the total combined amount of administration fees, investment fees and indirect costs charged to you is capped at 3% (a pro rata fee cap will also apply if your account balance is less than $6,000 immediately before you exit the fund).

So, amounts charged in excess of the cap will be refunded to your account. A refund may show as part of your account balance.
 

5. I’m in Australia on a temporary visa – can I use this condition of release?

Temporary residents cannot access any amount  from 1 July 2020 to 31 December 2020.

6. What proof of eligibility do I need?

Eligibility is based on self-assessment and the ATO will manage that through the application process.

7. Is withdrawing my super a good idea?

Your super is money for your retirement, and the impact of drawing down on your super before retirement will depend on your personal circumstances. Accessing your super early may help you meet immediate financial needs, but before you apply there are a few things worth considering:

  • Other government or financial assistance. For example, if you’re having difficulties paying home loan repayments, you may be able to contact your lender to request a hardship variation to pause or reduce any loan repayments
  • Insurance. Reducing your super account balance may affect your ability to pay for any insurance attached to your super
  • Withdrawing your super during periods of market volatility could realise losses, and you may miss opportunities for future growth during any market recovery
  • Only withdraw what you need and consider making additional contributions when you’re in a better financial position, so you don’t make too big a dent in your retirement savings
  • Speak to a financial adviser to help determine what is right for you in your circumstances.

It’s also important to first check your super balance – log into My AMP at amp.com.au.

8. How do I request a withdrawal of my super?

All applications are completed online through the myGov website. Just make sure you have your myGov account linked to your ATO account. After the ATO has processed your application, they’ll issue you with a notice of determination.

9. What if I don’t have a myGov account - how can I apply?

If you don’t have a myGov account, you can create an account online.

10. What do I need to create a myGov account?

You need an email address and mobile phone number. You’ll also be asked to complete 3 secret questions. The ATO has released a video guide to help you. 

11. What if I don’t have access to online services?

If you’re unable to access online services you can call the ATO’s Emergency Support Infoline on 1800 806 218.

12. I can’t see my AMP super account on myGov – what can I do?

If you can’t see an open super account on myGov, this may indicate that the ATO hasn’t been able to match our details with the details they hold for you. It’s important that the personal details we hold are the same as the information held by the ATO – such as your name, date of birth and tax file number. If you update details with us, we’ll send updated reporting to the ATO within two business days.

13. Do I need to complete a form for AMP?

No– once your application is approved the ATO will let us know and we’ll make a payment to your nominated bank account. It’s important to make sure your details are up-to-date with the ATO and us – log into My AMP to check your details.

14. Can AMP approve a withdrawal request?

For the purpose of withdrawal due to COVID-19 – no. You must apply through the ATO and the ATO will direct us to make the payment.

15. When can I request a withdrawal of my super?

Applications can be made from 20 April 2020.

16. How much can I withdraw?

You can apply for a single payment of up to $10,000 between 1 July and 31 December 2020.

If you have multiple super accounts with balances of less than $10,000, you can make one application noting a request for each account, making up a total up to $10,000. 

17. How long do I have to apply?

  • Applications for the 2020-21 financial year can be made from 1 July 2020 to 31 December 2020.
  • The measure will stop after 31 December 2020, but applications received before the cut-off dates may be processed after this date.

18. How will I know if my application has been approved?

You’ll receive notification via myGov within 2-3 days or the ATO will send you written confirmation.

19. I’ve received a text message from the ATO about a COVID-19 early release being approved but I didn’t apply – what do I do?

The ATO is aware of people receiving an email or SMS message about being approved for the COVID-19 early release when they haven’t lodged an application.

This could be sent to someone who didn’t request it when:

- the person applying for the early release enters an incorrect mobile number in the online application
- if the application is by phone, the ATO consultant hasn’t correctly entered the mobile number provided
- The ATO holds a mobile number from a previous tax return that’s no longer the person’s number
- someone else has attempted to lodge an application without the person’s consent.

If you receive a suspicious email or SMS claiming to be from the ATO you can:

- forward the entire email to ReportEmailFraud@ato.gov.au
- take a screenshot of the text and email it to ReportEmailFraud@ato.gov.au
- delete the email or text.

Don't click on a link, open an attachment or download a file you find suspicious. You can phone the ATO on 1800 008 540 to confirm if an application has been made in relation to your super account and the contact you received is genuine.

 

20. I’ve received a text message from AMP about a COVID-19 early release being processed but I didn’t apply to the ATO – what do I do?

If you haven’t applied for COVID-19 early release of super and you’ve received a text message from AMP, contact us on 1300 050 591 and we’ll look into it, then will be in touch with you.

21. What happens if my account balance is less than the amount approved by the ATO?

If your account balance is less than the release amount approved by the ATO, we’ll complete a full withdrawal and pay you the full balance. This will close your account (we’ll send you an exit statement to confirm), and any other benefits linked to your account will stop, such as insurance.

For example, if you apply to the ATO for $10,000 but your account balance is only $8,000, we’ll complete a full withdrawal of $8,000 and close your account.

22. Can I apply more than once?

Only one application per financial year can be made to the ATO.

23. I have a few super funds – can I withdraw an amount across multiple accounts?

Only one application per financial year can be made to the ATO. If you have money in more than one super account, you can withdraw from multiple funds provided the total amount doesn’t exceed $10,000 in one financial year. If you want to withdraw the full $10,000 you could, for example, withdraw $5,000 from one account and $5,000 from another, so long as it’s requested in the one application. If you apply for an amount of less than $10,000 from one super account and realise later you’d like to apply to release more money from another account, you won’t be able to re-apply. You should check the super balance in your accounts before applying to ATO.


 

24. Will I pay tax on the withdrawal?

No – the payment will be tax free.

25. What account will my withdrawal be paid to?

The ATO will collect your bank account details in the application form on myGov. It’s important to make sure you provide the correct details as this is where your payment will be sent.

26. How long will it take for me to receive money through this process?

Once we receive your approved request from the ATO, we’ll process your payment as quickly as possible. We’ve been preparing for this process since the government announced the change a few weeks ago, but we expect a high volume of requests and are mainly working from home, so it may take a few extra days than usual to process your payment. 

27. What happens if my account has insurance attached?

If your super account has insurance attached to it, the insurance will remain in place unless:

a) your super account is closed as a result of the withdrawal, in which case the insurance cover will stop.

b) after the withdrawal, your super account balance isn’t enough to cover the cost of your insurance premiums. In this case, your insurance will be cancelled unless you can make additional contributions into the super account to cover the premiums when they’re due.

c) Your super account becomes inactive (no contributions or rollovers received into the account) for 16 months, unless you’ve previously requested to keep the insurance even if this happens. Learn more at https://www.amp.com.au/insurancecancellation

If your insurance is cancelled you may be able to reinstate your cover by contacting us within 30 days, however conditions may apply and there may be a period between the cancellation and reinstatement of your insurance, where you’re not covered.

28. Can I get my insurance back if it lapses or is cancelled?

If your insurance is cancelled you may be able to reinstate your cover by contacting us within 30 days, however conditions may apply and there may be a period between the cancellation and reinstatement of your insurance, where you’re not covered. To reinstate your insurance you may need to open a new account (if your existing account is cancelled) and you may also need to go through underwriting to apply for cover by supplying health information. This information would need to be assessed as part of your application.

It is also possible that reinstatement of your insurance may not be provided on the same terms or at the same price. And, in some circumstances, you may not be able to reinstate your cover at all. It can be complicated for certain people to get insurance cover. For example, if you have a pre-existing medical condition or work in a dangerous occupation. The product disclosure statement provides more information about the terms of your insurance.

You should consider this information when deciding how much you wish to withdraw from your super.

29. Can I request this withdrawal from a pension account?

No, the temporary early release cannot be used to withdraw money from a pension account, including a transition to retirement (TTR) pension. You may be able to roll amounts from your TTR pension back to an accumulation super account to access the early release of super provision.

30. Can I request this withdrawal from a defined benefits account?

You’ll be able to see your open defined benefit account on the myGov application. You can’t make a COVID-19 early release of super request from the defined benefit portion of your AMP account. But if there’s enough balance in your additional accumulation account then the payment can be made from that balance. If you apply for COVID-19 early release of super from a defined benefit account, the ATO will assess the application and if it’s approved, will let the fund know.

31. I’ve made a personal member contribution to my account that I intend to claim as a tax deduction. Do I have to provide a Notice of Intent before the withdrawal is processed?

Yes. If you intend to claim a tax deduction for a personal contribution made to your super account in the current or previous financial year, you must still make sure we receive a Notice of Intent before any payment is made. If the amount paid closes your account, we won’t be able to process or acknowledge any claim for tax deduction. If the amount paid is a partial withdrawal, the amount available for you to claim as a tax deduction will be reduced, possibly to zero.

32. If my account balance has been paid to the ATO, can I request payment directly from the ATO?

No. Your balance must be held by a super fund to be paid out under this condition of release. You can request a transfer of any super balances held by the ATO to a super account of your choice and then request a payment from that fund. Both requests can be submitted using your myGov account.

33. Have any requirements changed for the severe financial hardship condition of release?

No. The severe financial hardship provisions remain the same  – you can find out more at amp.com.au/superannuation/accessing-your-super-early

34. I’ve made a mistake in my ATO application - what do I need to do?

If you’ve provided incorrect bank account details, contact us on 1300 050 591 with the correct bank account for your payment. If you let us know after the payment has already been processed we may not be able to make the change.

We’re only authorised to alter bank account details. If you notice another error after you’ve submitted your application, you need to contact the ATO as soon as possible to see if they can fix it.
 

35. What if I change my mind after I’ve applied?

An application can’t be varied once submitted.

36. Where can I get more information?

Minimum pension reduction

The Federal Government has introduced a temporary 50% reduction in the minimum drawdown amount for account-based (allocated) pensions and annuities for 2019-20 and 2020-21.

1. When will the changes take effect?

The legislative changes are effective now. For the current financial year, if you’ve chosen to receive the minimum this will remain in place. However, if you’d like to receive the new reduced minimum, contact us and we can apply it to your account. For the next financial year starting July 2020 it will automatically be applied, unless you let us know before July that you don’t want it.

2. If I’ve chosen to receive the minimum payment amount, will there be any change to my pension payments for the rest of this financial year (2019-20)?

We won't make any changes to your pension payments for the rest of the 2019-20 financial year unless you ask us to. You can choose to reduce any future pension payments you receive to the reduced minimum payment amount.

Any accounts opened after 30 March 2020 will have the new minimum pension rates automatically applied for the 2019-20 financial year if you elected to receive the minimum payment. You can choose to receive a higher payment if you prefer - please refer to Question 5 to find out how to make changes.

3. What happens in the next financial year if I’ve chosen to receive the minimum?

If you’ve chosen to receive the minimum pension payment, the new minimum pension rates will be automatically applied to your account for the 2020-21 financial year. You can also choose to receive a higher payment if you prefer - refer to ‘How do I update my income payment amount?’ for information.

4. If I've already received payments totalling more than the new reduced minimum for this financial year, can I stop receiving payments for the remainder of the financial year?

Yes, if you’ve already received the reduced minimum income amount for this financial year, you can choose to cancel further pension payments until 30 June 2020.

5. How do I update my income payment amount?

For MasterTrust products (this includes AMP Flexible Lifetime Allocated Pension, Flexible Lifetime Term Pension, Flexible Super Retirement and SignatureSuper Allocated Pension) you can amend your income payment at any time by completing this form and returning it to:

AMP Life Limited
PO BOX 300
PARRAMATTA NSW 2124

Alternatively, you can return the form by email or you can call and make changes over the phone:

MasterTrust: 

Call: 136 267 option 4
Email: ris_enquiries@amp.com.au

For AMP Life products (this includes Multifund Flexible Income Plan and Flexible Income Plan) you can send us a signed letter and return it to:

AMP Life Limited
PO BOX 300
PARRAMATTA NSW 2124

Alternatively, you can return the letter by email or you can call and make changes over the phone:

AMP Life:

Call: 133 731
Email: askamp@amp.com.au

6. What if I have a term allocated pension?

If you have a term-allocated pension, the reduction applies to the 2019-20 financial year, and your annual payment will be calculated on 1 July. You can choose between 45% and 110% of your annual amount. If you’d prefer to receive a lower payment than what’s calculated for you, you can reduce it.

7. Can my adviser make changes on my behalf?

Yes.

8. Where can I get more information?

Your annual income review statement will include the new minimums. To find out more you can:

Investing and markets

1. Why has my money dropped so much?

Since the end of February 2020 financial markets have experienced extreme volatility, on the back of the development and spread of the COVID-19 (coronavirus). Markets remain uncertain as they are fluctuating daily.

This means there may be daily movement in the account balances of your investments. If you're concerned about this or would like more information, it's best to speak to your financial adviser.

2. Should I withdraw my money?

If you're concerned about the impact on your investments, check out our practical ways to weather market volatility and stay focused on your long-term goals.

It's also a good idea to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs. If you don't have an adviser, we can put you in touch with one.

Generally speaking, economic experts have been reminding people that selling shares after a fall may lead to lock in a loss. This could mean you’re selling shares at a lower price and if you decide to buy-back the shares later on, there’s no guarantee you’ll pay less than what you sold them for. If you have a long-term investment strategy it may be best to turn down the external noise during times like this and speak to an adviser.

If you're experiencing financial hardship and need access to funds, please get in touch with us.

For banking or home loans: call 13 30 30
For super, insurance and pensions: call 131 267.

There are some specific circumstances where the law allows you to draw on your super early, such as on compassionate grounds. Find out more

3. Should I move my money to another fund?

It's best to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs, including moving money from one fund to another. If you don't have an adviser, we can put you in touch with one.

If you want to move or switch into other funds, our switch forms are available at amp.com.au/findaform.

4. What is the cost of switching?

It's best to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs. If you don't have an adviser, we can put you in touch with one.

The cost of switching between investment options can vary and is outlined in your PDS, available at amp.com.au/pds.

There is no switch fee for AMP MySuper funds.

5. Can I get a switch put through today?

You can choose to make a switch on your investment at anytime. It's best to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs.

6. Which is the safest option right now?

It's best to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs, including moving money from one option to another. If you don't have an adviser, we can put you in touch with one.

7. Is there an investment option that doesn’t fluctuate?

It's best to speak to your financial adviser, who can provide you with quality financial advice and services based on your current situation and future needs, including moving money from one option to another. If you don't have an adviser, we can put you in touch with one.

8. Can I speak to the fund manager to get more info on my actual investments?

It's best to engage your financial adviser so you can receive advice that’s most appropriate for you. Fund managers can't speak directly to clients and investors as they're unable to take into account your overall financial position.

If you don't have an adviser, we can put you in touch with one.

9. What’s AMP doing to protect my money?

Customer funds invested in AMP super are held in structures that are strictly regulated, and are separate from shareholder funds. These regulations are in place to help protect clients' interests.

AMP knows the importance of protecting our clients' interests, and has processes in place to make sure these regulations are upheld and adhered to.

10. What will happen to my money if AMP gets into financial trouble?

Sharemarket fluctuations are to be expected during global-scale events.

AMP remains very well capitalised, with our recent capital raising and conservative approach to capital management putting us in good stead to manage the company through challenging business conditions.

Insurance and claims

Insurance inside super

The information below is for insurance inside super provided through an employer plan or retail super.

This information only applies to AMP Life customers in specific super plans (as listed below). It assumes you hold cover for the period you’re claiming for, and you meet the terms and conditions of your insurance.

If you have a SignatureSuper plan and are insured by AIA, MLC, Metlife or Hannover please contact us to find out what measures are in place to support you through COVID-19.

List of the AMP super plans these FAQs apply to:

Insurance is often held inside super. Please see below for which AMP super plans apply to these FAQs. You can check your annual statement to understand what type of super you hold and who you’re insured by.

  • AMP Flexible Super
    • Employee Flexible Protection
    • Employee Essential Protection
  • AMP Flexible Super – Rollover Protection (previously Super Directions for Business Rollover)
  • AMP Flexible Super – Personal
  • Custom Super – Business Protection (previously Super Directions for Business)
  • CustomSuper – Simple Protection and Tailored Protection (previously Simple Super and Tailored Super)
  • CustomSuper
  • Flexible Lifetime Super
  • Flexible Lifetime Super – Employer
  • SignatureSuper (AMPL, ex-NMLA insured)
  • SignatureSuper - Personal (AMPL, ex-NMLA insured)
  • SuperLeader

We’ve introduced some short-term measures to help you get extra insurance support if you’re affected by a reduction in your work hours or income, as a result of COVID-19.

1. Am I covered by my insurance if I contract COVID-19?

Yes, there’s no pandemic exclusion in insurance offered through AMP. You’re eligible so long as the usual terms and conditions that apply to your insurance are met, for example, your premiums continue to be paid. Each matter is assessed on a case-by-case basis.

2. Are there any additional terms and conditions that would need to be met for COVID-19 related claims?

No, there are no special requirements relating to COVID-19. You need to meet the usual terms and conditions that apply to your insurance. These can be found in your product disclosure documents at amp.com.au.

3. What if I get COVID-19 and need to take time off work – am I covered by my income protection insurance?

Income protection insurance may pay you a benefit if you can’t work due to illness or injury. When we assess whether you’re eligible to receive income protection benefits we generally base it on the impact the illness or injury has had on you, rather than the illness or injury itself. So, if contracting COVID-19 leads you to take extended time off work and the other terms and conditions applying to your insurance are also met, you may be entitled to receive an insurance benefit.

Waiting period - Income protection insurance normally has a waiting period which differs depending on your plan. They’re usually 30, 60, or 90 days, and no benefits are paid during this time. If you still can’t work due to illness or injury after the waiting period, the income protection benefit will be paid if your claim is accepted.

4. I’m currently receiving JobKeeper payments – am I covered by my income protection insurance?

If you’re eligible to receive an insurance benefit under your income protection cover, any JobKeeper payments will be offset against your income protection payments.

For example, if you were eligible to receive $5,000 in income protection payments but were also receiving $3,000 per month for JobKeeper through your employer, the JobKeeper payments would be deducted from the $5,000 claim payment. So, your monthly insurance benefits would instead be $2,000 per month.

5. I’ve lost my job because of COVID-19 – am I still covered by my income protection insurance?

No. Income protection insurance may pay you a benefit if you can’t work due to illness or injury, and you meet the usual terms that apply to your insurance. But, if you’re no longer working, you will not be eligible to claim income protection, as you no longer have an income to insure.

6. I’ve been let go (permanently or temporarily) due to the impact of COVID-19 – am I covered by my total and permanent disability (TPD) insurance if I’m injured or ill?

Yes, If you’ve been made redundant or stood down temporarily as a result of COVID-19, and you’ve suffered an injury or illness that you’re eligible to claim for, then your TPD claim will be assessed using the hours you worked as at 29 February 2020. Unless your hours worked and income earned were higher on the date of disability - in which case, that date will be used instead.

This applies to claims where the date of disability is between 29 February 2020 and 31 December 2020. Please see question 7 for more information.

7. My work hours have been reduced due to COVID-19– can I still claim on my insurance cover?

Yes, you’ll still be able to make a claim if you’ve been injured or become ill. And, any claims made, where your disability/injury/illness occurred between 29 February 2020 and 31 December 2020 will be assessed in a way that makes sure your benefits aren’t reduced because of a reduction in your work hours. See below:

Total and permanent disability (TPD) cover: If your hours are reduced as a result of COVID-19 and you need to make a TPD claim, you’ll be assessed based on hours worked and income as at 29 February 2020. If your hours worked and income earned are higher on the date of disability, that date will be used instead.

Group Income Protection (IP) cover: If you were covered on 29 February 2020 and remain employed but have had your hours or income reduced as a result of COVID 19, your claim will be assessed based on hours worked and income as at 29 February 2020. If your hours worked and income earned were higher on the date of illness/injury, that date will be used instead. If you’re no longer employed, your income protection cover will have stopped when you lost your employment.

If you’ve been impacted by COVID-19 and need to make a claim on your TPD or IP insurance, you’ll be able to submit a claim at any time (there’s no set timeframe) for the period between 29 February 2020 and 31 December 2020.
 

8. Do I need to adjust my cover if I’ve been affected by COVID-19?

It’s important to review your cover regularly to make sure it remains appropriate for your needs, especially if your circumstances have changed since you took out the insurance. It may be worth considering some adjustments to help reduce the cost of your insurance, including:

- reducing the sum you’re insured for

- removing benefits or additional cost options

- increasing the waiting period or reducing the benefit period (income protection)

- removing indexation or declining an annual indexation increase (will occur at the next policy anniversary) – indexation is where your insurance policy increases to keep up with inflation.

Options can vary so please refer to your insurance terms and conditions for more information about these benefits, or speak to a financial adviser. If you’re experiencing financial hardship and you’re worried about losing your insurance, please contact us to talk through your options on 131 267.

9. I’m on leave without pay (LWOP) and was supposed to return to work, but was unable to as a result of COVID-19 – will my benefits be impacted?

If you were on extended leave from work and had an agreed return date (eg parental leave) but you were unable to return because of the economic impact of COVID-19 at work, you may be eligible to receive insurance benefits. This is subject to your claim being accepted and you meeting the standard terms and conditions for your insurance. The short-term measures in question 7 don’t apply here.

What’s more, this only relates to claims made for any injuries or illnesses that happened between 29 February 2020 and 31 December 2020. Although you can lodge your claim outside these dates (subject to your standard policy terms and conditions). For example, you can lodge a claim in January 2021 for an injury you experienced between 29 February and 31 December 2020.

If you’re worried about how your cover may be affected, please contact us to discuss your options on 131 267.

10. I’ve made an early release of super withdrawal and my account balance is very low – will my insurance be cancelled?

If your account has a low balance following an early release of super withdrawal, your insurance may be cancelled if there isn’t enough money to cover the cost of your ongoing premiums.

Insurance premiums are usually deducted from your account balance every month. Once your super account has a balance that’s below three months’ worth of insurance premiums, you’ll start receiving notifications that your insurance will be cancelled if the premiums can’t be deducted from your account or you don’t make additional contributions to cover the premiums.

If your insurance is cancelled you may be able to reinstate your cover by contacting us within 30 days, however conditions may apply and there may be a period between the cancellation and reinstatement of your insurance, where you’re not covered.

If no money is transferred into the account for 120 days following the lapse, or the account balance is zero, then the account will be closed, and an exit statement will be issued. If you’re experiencing financial hardship and you’re worried about losing your insurance, please contact us to talk through your options on 131 267.

 

11. Can I put my insurance on pause?

If you’re experiencing hardship and have made a COVID-19 early release of super withdrawal, you may be able to put both your insurance cover and the premiums you pay for it on hold.

Learn more

12. What is the benefit of pausing my insurance premiums and cover?

If you don’t have enough money in your super account to continue paying your insurance premiums your cover will eventually be cancelled. It can then be hard to get the same insurance at the same price down the track, and you may also have to answer questions about your health and lifestyle.

Pausing your premiums and cover instead, while you’re experiencing hardship, means your insurance and what you pay for will resume once the period you’ve paused it for is over. Premium and cover pauses will be available to members who have less than 12 months’ worth of premiums in their account.

Before making a decision you may want to seek financial advice, because if you choose to pause your premiums and cover you won’t be able to make a claim if you fall ill or become injured during this time.

13. Am I covered during the time I have my premiums and cover paused if I need to make a claim?

No – you won’t be covered during the pause period. This means you won’t be able to make a claim for a death, injury or illness that occurred during the time you’ve placed your premiums and cover on pause. You may want to seek financial advice before choosing this option.

14. What if I change my mind during the pause period – can I pay my premium and get my cover back?

No – once you choose to pause your insurance premiums and cover, they’ll remain on hold for three months. Your cover and premiums will automatically start again at the end of pause period.

Personal insurance

The information below is for insurance purchased through an adviser or directly.

List of the insurance products these FAQs apply to:

  • AMP Elevate, ex AXA and ex AC&L retail life policies
  • Flexible Lifetime Protection
  • AMP MyLife
  • Risk Pro
  • Term Life Insurance (TLI)
  • Yearly Renewable Term (YRT)
  • CrisisCare (CCI)
  • Loan Cover (LC)

 

1. Am I covered by my insurance policy if I get COVID-19 (coronavirus)?

Yes, all our customers are eligible for coverage 24 hours a day, anywhere in the world - regardless of travel warnings - so long as they meet the terms and conditions of their policy.

2. Are there any additional terms and conditions that would need to be met for claims relating to COVID-19?

There are no specific requirements for claims directly relating to COVID-19  provided you meet the terms and conditions of your policy.

3. What if I get COVID-19 and need to take time off work – am I covered by my income protection policy?

Income protection policies are intended to cover you if you can’t work due to illness or injury. The cover of a policy is based on the impact an illness/injury has on an insured person, not the illness itself. If you're eligible to lodge a claim, it will be assessed alongside the terms and conditions of the policy and will include an assessment on whether the impact of the coronavirus on your health has caused you to be impaired and/or unable to work.

4. I don’t have COVID-19, but I have lost work due to the impact of it - am I covered by my income protection policy?

Income protection covers you if you can’t work due to illness or injury, and you meet the usual terms of your policy. For more information on your policy and whether you are still covered or not, please contact your financial adviser or our customer support team on 133 731.

5. What if I recently travelled interstate or overseas? Am I still covered by my policy?

Yes, all our customers are eligible for coverage 24 hours a day, anywhere in the world - regardless of travel warnings - so long as they meet the terms and conditions of their policy.

6. I need to travel soon - what if I get COVID-19 while interstate or overseas? Am I still covered?

Yes, all our customers are eligible for coverage 24 hours a day, anywhere in the world - regardless of travel warnings - so long as they meet the terms and conditions of their policy.

7. What if I get stuck interstate or overseas and can’t return to work straight away - am I covered by my income protection policy?

Income protection covers you if you can’t work or are impaired from working due to illness or injury, provided you meet the terms of your policy. It's unlikely you would be eligible or entitled to make a claim if your inability to work is caused by any other reason.

8. My employer said they might need to temporarily shut down the business due to the coronavirus. Would my income protection policy cover me for this?

Income protection covers you if you can’t work due to illness or injury, and you meet the usual terms of your policy. For more information on your policy and whether you are still covered or not, please contact your financial adviser or our customer support team on 133 731. 

9. I’ve lost my job or had my income reduced due to the impacts of COVID-19 and I can’t afford to pay my insurance premium. What are my options?

If you're an AMP Life insurance customer experiencing financial difficulty, there are options available to help you through this period, such as:

  • Accessing features available within your policy that may reduce or waive your premium
  • Altering your options or cover levels to reduce your premiums
  • Pausing your cover and premium for 3, 6, or 12 months

Please give us a call on 133 731 to talk about how we can help you.

You can also visit our general hardship page here or learn more about pausing your cover and premium here.

10. I’ve been let go or had my hours reduced (permanently or temporarily) due to the impact of COVID-19 – am I covered by my total and permanent disability (TPD) insurance if I’m injured or ill?

Yes, we’ve introduced some short-term measures to help you get extra insurance support if you’re affected by a reduction in your work hours or income, as a result of COVID-19.

If you’ve been made redundant, had your hours reduced, or stood down temporarily as a result of COVID-19, and you’ve suffered an injury or illness that you’re eligible to claim for, then your TPD claim will be assessed using the hours you worked as at 29 February 2020. Unless your hours worked and income earned were higher on the date of disability - in which case, that date will be used instead. This applies to claims where the date of disability is between 29 February 2020 and 30 September 2020.

11. My work hours have been reduced due to COVID-19– can I still claim on my IP insurance cover?

Yes, we’ve introduced some short-term measures to help you get extra insurance support if you’re affected by a reduction in your work hours or income, as a result of COVID-19 but you remain employed.

Subject to your policy terms, you’ll still be able to make a claim if you’ve been injured or become ill. And, any claims made, where your disability/injury/illness occurred between 29 February 2020 and 30 September 2020 will be assessed in a way that makes sure your benefits aren’t reduced because of a reduction in your work hours. See below:

Income Protection (IP) cover: If your IP policy terms are indemnity based or have an income definition based on the best 12 month period in the last 3 years, your policy terms should not be impacted by a recent reduction in hours or income.

For policy terms with defined income or hours, if you were covered on 29 February 2020 and remain employed but have had your hours or income reduced as a result of COVID 19, your claim will be assessed based on hours worked and income as at 29 February 2020. If your hours worked and income earned were higher on the date of illness/injury, that date will be used instead.

If you’re no longer employed, your income protection may have stopped when you lost your employment and you should contact your financial adviser or our customer support team on 133 731.

If you’ve been impacted by COVID-19 and need to make a claim on your TPD or IP insurance, you’ll be able to submit a claim at any time (there’s no set timeframe) for the period between 29 February 2020 and 30 September 2020.

Please check your policy documentation to confirm which terms applies to you.

12. I’m on leave without pay (LWOP) and was supposed to return to work, but was unable to as a result of COVID-19 – will my benefits be impacted?

If you were on extended leave from work and had an agreed return date (e.g. parental leave) but you were unable to return because of the economic impact of COVID-19 at work, you may be eligible to receive insurance benefits. This is subject to your claim being accepted and you meeting the standard terms and conditions for your insurance. The short-term measures mentioned above don’t apply here.

This only relates to claims made for any injuries or illnesses that happened between 29 February 2020 and 30 September 2020. Although you can lodge your claim outside these dates (subject to your standard policy terms and conditions). For example, you can lodge a claim in December 2020 for an injury you experienced between 29 February and 30 September 2020.

13. I am receiving the JobKeeper payment. How will this impact my claim?

For TPD claims, JobKeeper payments will not be considered as income. You will be assessed based on hours worked and income as at 29 February 2020 where necessary.

For IP claims, if you are receiving JobKeeper payments and an IP benefit at the same time, the JobKeeper payment will be treated as an offset against the IP benefit payable, where offset rules applies. That means your IP benefit will be reduced by the amount of the JobKeeper payment you are receiving.

For policies where offset rules don’t apply, if you meet the partial disability definition of your policy, JobKeeper payments received while partially disabled will be considered as income. If you don’t meet the partial disability definition, you may receive both payments in full. Please refer to your policy documentation to check whether offset rules apply to your policy and to check your partial disability definition.

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Important information

Products in the Super Directions Fund and the Wealth Personal Superannuation and Pension Fund are issued by N.M. Superannuation Proprietary Limited (N.M. Super) ABN 31 008 428 322 (trustee), which is part of the AMP group (AMP). Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement or Terms and Conditions available from AMP at amp.com.au or by calling 131 267. Read AMP’s Financial Services Guide for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you.

Products in the AMP Eligible Rollover Fund, National Mutual Retirement Fund, and NM Pro Super Fund are issued by Equity Trustees Superannuation Limited ABN 50 055 641 757 (trustee). Risk products are issued by AMP Life Limited ABN 84 079 300 379 (AMP Life), which is part of the Resolution Life group. AMP Life has proudly served customers in Australia since 1849. AMP Limited ABN 49 079 354 519 has sold AMP Life to the Resolution Life group whilst retaining a minority economic interest. AMP Limited has no day-to-day involvement in the management of AMP Life whose products and services are not affiliated with or guaranteed by AMP Limited. AMP Limited is not liable for products issued by AMP Life or any statements or representations made in the PDS for those products. “AMP”, “AMP Life” and any other AMP trademarks are used by AMP Life under licence from AMP Limited. Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement or Terms and Conditions available from AMP Life at amp.com.au or by calling 133 731. Read AMP Life’s Financial Services Guide for information about our services, including the fees and other benefits that AMP Life and/or other companies within the Resolution Life group may receive in relation to products and services provided to you.

Any advice and information provided is general in nature, hasn’t taken your circumstances into account, and is provided by AWM Services Pty Ltd ABN 15 139 353 496 (AWM Services), which is part of the AMP group (AMP). All information on this website is subject to change without notice.