Financial Hardship Policy

Financial Hardship Policy

At AUZi, we understand that financial pressure can happen to anyone. If you’re going through a difficult time and are worried about keeping up with your insurance payments, we’re here to support you and help you understand your options.

As an insurance broker, AUZi does not provide credit or make financial hardship decisions. If your insurance premium is funded, those arrangements are managed by our premium funding partner, Arteva Funding. We’ll help connect you with the right team and support you through the process.

How financial hardship support works

If you pay your insurance via premium funding, Arteva Funding is responsible for assessing and managing financial hardship requests.

  • reviewing your repayment arrangement
  • agreeing to a more manageable payment plan
  • considering temporary or longer-term financial hardship

How to request financial hardship support

  1. Contact AUZi and let us know
  2. Submit a hardship application to Arteva Funding

Arteva will ask you to provide details of your financial situation, the reason for your hardship, and supporting documentation. They may also request further information to assess your application.

What happens next

Arteva Funding will review your application and respond as soon as reasonably possible, typically within 21 days of receiving all required information.

  • approval of a revised payment arrangement
  • an alternative proposal
  • a request for more information
  • or a decline with reasons provided

How AUZi supports you

  • helping you understand the process
  • assisting with communication between you and Arteva Funding
  • reviewing your insurance options if affordability is a concern

Complaints & Dispute Resolution

Step 1: Contact AUZi

Please contact us first so we can try to resolve your concern. We will acknowledge your complaint promptly and aim to resolve it as quickly as possible.

Where your complaint relates to financial hardship or premium funding, we may work with Arteva Funding as part of the resolution process.

Step 2: Australian Financial Complaints Authority (AFCA)

If your complaint is not resolved to your satisfaction, you may contact AFCA, a free and independent dispute resolution service.

External support services

Contact us

If you’re experiencing financial hardship, please contact AUZi as soon as possible so we can help connect you with the right support.