Consumer credit insurance

Think twice before you buy consumer credit insurance

You may be offered consumer credit insurance when you sign up for a loan or credit card. Consumer credit insurance is also known as CCI or credit, loan or mortgage protection insurance.

Consumer credit insurance offers poor value and is not compulsory. Before you sign up, work out if it offers you any value for money.

What is consumer credit insurance?

Smart tip

You may already have CCI. To check, contact your lender and ask for a copy of the contract.

Consumer credit insurance provides some cover if you can't meet the repayments on your credit contract or loan because you lose your job, you are sick or injured, or you die. 

Consumer credit insurance is usually offered as part of a mortgage, credit card or personal loan at the time the loan or credit card contract is being approved, but it can also be offered later.

CCI may also provide cover if your credit card is stolen or if goods you buy using your credit card (or under another loan), are damaged, lost or stolen.

Consumer credit insurance is a poor value product

A review by ASIC shows that when consumers made a claim:

  • for CCI sold with credit cards, only 11 cents was paid for every $1 paid in premiums
  • across all CCI products, only 19 cents was paid for every $1 paid in premiums.

How does consumer credit insurance work?

Before taking out consumer credit insurance, there are a number of things to be aware of:

  • If your claim is approved, the money is not paid to you - Any approved claims are paid directly to your credit or finance provider.
  • Payments are either a lump sum or paid in instalments - Death benefits or total and permanent disability payments are usually paid in a lump sum. Payments made in instalments often stop after a set period of time - you will have to make your own repayments after that.
  • CCI does not cover all outstanding debt - For example, policies that are sold with a credit card usually only pay out a percentage of the outstanding debt.
  • Payout amount could be less than you think - Your payout is calculated according to the amount you owe at the time of the insured event not when you lodge the claim or when it's approved by the insurer.  This means any extra items put on your credit card after the insured event (for example when you have an accident or lose your job), will not be covered by the consumer credit insurance policy.

What to consider before taking out consumer credit insurance

Before buying consumer credit insurance, ask your credit provider or lender: 

  • How much will the policy cost? Some lenders and credit providers will only tell you the cost per month. Ask what the full cost of the policy will be.
  • How much is the benefit under the policy? Consider whether the benefit matches the size of the debt. If the benefit is higher than the debt, you may be paying premiums for something you do not need.
  • Will the insurance premium be added to my loan? If the answer if yes, the interest you'll have to pay on the insurance premiums may add significantly to the cost of the product.
  • What can I claim for? There may be limits to what is covered by consumer credit insurance. For example, most policies will only cover you for involuntary unemployment (when you are fired or otherwise lose your job) and not when you decide to resign from your job.
  • Are there limits on the amount and/or the duration of the claimable benefit? In some instances you may only be paid a percentage of the outstanding balance and payments by instalment may stop after a fixed period.
  • What are the policy exclusions? There are situations where you may not be able to use the policy if you have a pre-existing medical condition, are above a certain age or are self-employed.
  • Are there any conditions on making a claim? There may be cases where you are required to work a set number of hours in order to meet the definition of 'employed'. There may also be waiting periods that apply before you can make a claim.

Compare how long it takes different insurers to pay a CCI claim and the percentage of claims they pay out.

Life insurance claims comparison tool


Do you need CCI? 

You may already have another type of insurance that could cover your repayments. For example, if you have life insurance or income protection insurance, you may not need CCI.

You should also consider if there's another type of insurance that meets your needs. Take a look at our section on different kinds of insurance.

Cooling-off period

If you sign up for CCI, you can cancel the policy within the cooling-off period and the premiums you have already paid will be refunded.

You can also cancel your policy after the cooling-off period. You may still be entitled to a refund of your premiums depending on the policy and your reasons for cancelling.

How to claim on consumer credit insurance

It's important to lodge a claim as soon as possible after the insured event. If you wait, there may be a gap between what your policy pays and the debt you owe. If so, you will be responsible for paying this gap.

To lodge a claim, contact the insurer - not the lender or the company that sold you the policy. Don't be afraid to ask the insurer about whether you can claim for something under your policy.

What to do if you're experiencing financial difficulty

Under the General Insurance Code of Practice, if you urgently need payment you can ask your insurer to fast track their assessment of your claim. You can also ask for an advance payment within five business days of you demonstrating your eligability.

If you are in financial hardship, you should also contact your lender about entering into a hardship arrangement and ask them to postpone recovery action while your consumer credit insurance claim is being processed.

See trouble with debt for more information about applying for hardship.

Providing evidence for a CCI claim

If you have difficulty getting the evidence you need to make a claim, don't be afraid to speak to your insurer.

If you are asked to regularly complete progress claim forms and you believe that your condition is permanent, then you should make arrangements to provide your insurer with medical documents to make your insurer aware of this.

Complaints about consumer credit insurance

If your insurer rejects your claim or if you want to make a complaint, you should first contact your insurer's internal dispute resolution department.

If, after contacting the internal dispute resolution department, your insurer still rejects your claim, doesn't resolve your complaint within 45 days, or fails to resolve it to your satisfaction, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA) online or by calling 1800 931 678. 

For more information and sample complaint letters about financial services, see how to complain.

Consumer credit insurance may sound like a good idea, but make sure you understand what you are agreeing to and that it is the best option for you.

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Last updated: 11 Jul 2019