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Insurance

Existing Customers

If you have an existing Insurance policy, you can find all the product information and documentation below.

Citibank no longer offers Insurance products to new customers.

A new way to raise complaints

From 1 November 2018, the Australian Financial Complaints Authority (AFCA), will be the new external dispute resolution scheme to support consumers, replacing the Financial Ombudsman Service (FOS), Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT). 

Learn More

 

For claims relating to CreditShield

  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
    • Complaints Resolution
      We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1800 221 599.

 

For claims relating to CardAssure

  • The simplest way to make a claim is online:
  • Telephone MetLife: 1800 221 599
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement (PDS) or contact MetLife on 1800 221 599 for more claims information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I have a problem with my Policy?
    • For all CardAssure complaints we have established a complaints resolution process and are committed to working with you to resolve your concerns. Please contact the relevant parties as follows:

      For claims complaints:

    • Telephone:1800 221 599
      Mail:Dispute Resolution Officer, MetLife Insurance Limited
      Reply Paid 3319, Sydney NSW 2001

      For all other complaints:

      Telephone:1300 308 935
      Mail:Customer Advocacy Unit, CardAssure Insurance
      GPO Box 204, Sydney NSW 2001

 

For claims relating to CardGuard

  • The simplest way to make a claim is online:
  • Telephone MetLife: 1800 221 599
  • Or you can write to:
    • MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
    • Complaints Resolution
      We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1800 221 599.

 

For claims relating to CardProtect

To obtain a claim form please call, email or write to AIA Australia Claims Team:

  • Telephone: 1800 333 613
  • Email: au.claims@aia.com
  • Or you can write to:
    Claims Team
    AIA Australia
    PO Box 6111
    St Kilda Road Central
    VIC 8008
  • Complete the claim form(s) that we send you and return them with the requested supporting documentation. To ensure your claim is processed as soon as possible make sure you fill out all the details and attach all documentation that is requested.
  • Please be aware that waiting periods and benefits may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact AIA Australia on 1800 333 613 for more information.

 

For claims relating to Simply Life

  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001

 

For claims relating to Life and Living

  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information. 

 

For claims relating to Recovery Assist

Cancer Assist

  • The simplest way to make a claim is online:

Cancer Assist Plus

  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.

 

For claims relating to SelfGuard, Rest Easy and Cash Assist

To obtain a claim form, please call or write to MetLife's Claims team:

  • Telephone MetLife: 1800 221 599

  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319 
    Sydney 
    NSW 2001

 

For claims relating to Loan Protection Insurance and Loanguard

  • Telephone MetLife: 1800 221 599
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319 
    Sydney 
    NSW 2001

 

For claims relating to Travel Insurance

  • One Trip Travel Insurance
  • Frequent Traveller Insurance
  • Seniors Travel Insurance.

You can lodge a claim against your travel insurance policy by accessing the Online Claim Form.

For claims assistance please call 1800 305 422.

 

For claims relating to CoverPlus Life, CoverPlus Income and CoverPlus Critical Illness

Contact OnePath on 1800 016 284.

 

For claims relating to LifeProtection

Contact OnePath on 1800 016 284.

 

For claims relating to LivingCover

Contact OnePath on 1800 016 284.

 

For enquiries relating to CreditShield, CreditShieldPlus, CardAssure or CardGuard

  • Contact Citibank on 13 24 84
  • Or please address any correspondence regarding cancellations to: 
    Administrator - Cancellations 
    Citibank 
    GPO Box 40 
    Sydney 
    NSW 2001

 

For enquiries relating to CardProtect

  • Contact Citibank on 13 24 84
  • Or please address any correspondence regarding cancellations to: 
    CardProtect Administrator - Cancellations 
    Citibank 
    GPO Box 40 
    Sydney 
    NSW 2001

Cancellations will be effective from the next premium due date and there will be no refund of past premiums paid unless you cancel within the cooling off period.

 

For enquiries relating to Pure Life

  • Contact MetLife on 1800 221 599

 

For enquiries relating to Recovery Assist

  • Contact MetLife on 1800 221 599

 

For enquiries relating to SelfGuard, Rest Easy, Simply Life and Cash Assist

  • Contact MetLife on 1800 221 599

 

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For enquiries relating to Life and Living

  • Contact MetLife on 1800 221 599

 

For enquiries relating to Loan Protection Insurance

  • Contact Citibank Mortgages on 13 24 84

 

For enquiries relating to Loanguard

  • Contact Citibank on 13 24 84

Where the premium has been financed by the lender the premium will be refunded to the lender.

 

For enquiries relating to Travel Insurance

  • Contact CHUBB on 1800 305 422
    • One Trip Travel Insurance
    • Frequent Traveller Insurance
    • Seniors Travel Insurance

 

For enquiries relating to CoverPlus Life, CoverPlus Income and CoverPlus Critical Illness

  • Contact OnePath on 1800 016 284

 

For enquiries relating to LivingCover

  • Contact OnePath on 1800 016 284

 

For enquiries relating to LifeProtection

  • Contact OnePath on 1800 016 284

 

For enquiries relating to Home, Contents and Landlord Insurance

 

For enquiries relating to Motor, Trailer and Caravan Insurance

 

For enquiries relating to Boat Insurance

  • Contact Club Marine on 1300 882 582

 

For enquiries relating to Citibank Mortgage Protect Insurance

  • Contact AIA on 1300 361 922
  • You can cancel Your Policy at any time by sending a written request to: 
    Policy Services 
    AIA Australia Limited 
    PO Box 6111 
    St Kilda Road Central VIC 8008

 

Insurance Financial Services Guide

Email Us

Contact us for a copy of your Product Disclosure Statement

 

Mail Us

MetLife    GPO Box 3319, Sydney NSW 2001.
AIA Australia    PO Box 6111, St Kilda Road Central, VIC 8008.
OnePath    347 Kent Street, Sydney NSW 2001.

 

Accessibility Services

For customers who are deaf or have a hearing/speech impairment:

1. National Relay Service - www.relayservice.com.au

2. Telephone Typewriter (TTY) Users - call 133 677; request 02 8225 0615.

3. Speak and Listen Users - call 1300 555 727; request 02 8225 0615.

4. Internet Relay Users - connect to the NRS website www.iprelay.com.au/call/index.aspx; request 02 8225 0615.

5. Translation and Interpreting Services – call 1800 131 450; website www.tisnational.gov.au