Asteron recognises certain customers require additional support when engaging with us. Examples might include older people, people with a disability, people from a non-English speaking background and Indigenous people.
We offer a range of services which include support for customers living in rural and regional communities who may have difficulty in:
- accessing medical assessment services or
- meeting timelines for completing requirements.
Your adviser or an Asteron customer service consultant will be able to help you if you have questions or want to enquire about additional support.
For our non-English speaking customers, we offer a free Translation and Interpretive Service (TIS) through the Australian Government.
This can be accessed by calling TIS on 13 14 50. TIS will organise a translator for the language you require, then they will call us. Insuranceline will accept the full cost of the translation service.
Pre-booked phone interpreters can also be arranged in advance of an appointment. Please speak to your adviser or an Asteron customer service consultant.
National Relay Service
We use the National Relay Service (NRS) to ensure we are accessible to our customers who have a hearing or speech impairment.
To access an Asteron telephone number:
TTY (Text Telephone) users—phone 13 36 77 then provide the Insuranceline phone number you wish to contact
Speak and Listen (speech-to-speech relay) users—phone 1300 555 727 then provide the phone number you wish to contact
Internet relay users—visit the National Relay Service website and provide the phone number you wish to contact.