General FAQs

We make it easy to pay for your insurance with a number of different payment methods available. Depending on the type of cover you have you can make a secure online payment with your credit/debit card, pay through GIO Online Services, pay by BPAY, mail, over phone, or in person at an Australia Post store or at a GIO agency.

With GIO you can pay your insurance premium annually or monthly. It costs more to pay in monthly instalments than annually. When you renew your policy, you can choose to change your payment frequency from annually to monthly. If you would like to change from monthly to annual payments, you can also do that at renewal online or at any time by calling us on 13 10 10. 

No, GIO does not charge any fees for credit card payments.

If your personal insurance policy has already been added to your GIO Online Services account, you can see if it’s active by selecting ‘View policy’. If you haven’t added your policy into your account, you’ll need to do so by clicking ‘Add policy’ and entering your policy details. 

Please call 13 10 10 if you’re unable to add your policy to your account or if you don’t have your policy details. 

An authorised contact (sometimes incorrectly referred to as an ‘interested party’) is someone who has full authority over personal insurance policies, including vehicle, home and contents. Authorised contacts can be anyone that you allow to make policy changes, discuss policy details or manage claims on your behalf.

You can add an authorised contact to your policy by emailing us using this link, or by calling 13 10 10. 

Your policy number can be found on the Certificate of Insurance that you received when you purchased your policy. We can also help you find your policy number with just a few of your details.

Insurance premiums can change from year to year, based on a range of factors. These include, for example:

• the increasing frequency and severity of weather events
• fluctuating repair costs
• improved data, and
• the number of claims made in a year.

You may also have received discounts or free coverage last year that no longer apply this year.

Being aware of your options and updating your policy to suit your needs and budget, can help you take control of your premium. At your next renewal, log in and check that your details are up to date. Making updates to your excess, amount covered, optional covers and other details can impact your premium.

You can make updates to your policy online. Just log in to My Account.

You can update your address, along with other contact details and preferences, by logging into GIO Online Services.

You can view and manage your policy online, by logging in GIO Online Services. You’ll need to register if you haven’t already. 

You can find all of GIO’s policy documents here.

You can obtain a copy by logging into GIO Online Services.

A Certificate of Insurance provides information about your insurance policy and is sent to you when you purchase your policy (as well as at renewal).

Certain documents for eligible policies, such as your Certificate of Insurance, can be requested online and sent to your email address. If you would like to request a copy, you can do so through GIO Online Services.

After logging in, navigate to the ‘Insured Policies List’ and find the policy you would like to obtain your Certificate of Insurance for. Click on the ‘Get documents’ tab to see an option to have your Certificate of Insurance sent to you.

It will automatically default to the email address we have listed for you; however, you can easily change this field to send your certificate to an alternative email address.

Learn more with this instructional video about how to request documents online.

View video showing how to request your certificate of insurance online.

You can use Visa, MasterCard or American Express to renew your policy online. For some policies, you can also use BPAY. For more information, visit our payments page.

It won't happen without us notifying you. We send renewal notices at least 14 days before your current policy expires, showing how much you need to pay and when the payment is due.

You can view the details of your latest renewal in your paid renewal document, which you can obtain through GIO Online Services.

I'm sorry you're thinking of cancelling! You can cancel your car (excluding CTP or MAI), home or landlord insurance via the GIO virtual assistant. It's easy to get started, cancel your policy.

For all other policies, find help and support on our contact and help hub about cancelling.

If you do cancel, you may qualify for a refund of the unexpired portion of the premium less any non-refundable government charges. Minimum refunds apply. Contact us to learn more about policy cancellation refunds.

Yes, we reward our seniors aged 60 or over who hold a valid State Government Seniors Card with a discount on GIO Home and Contents Insurance.

This discount is only available on Home and Contents Insurance for the customer’s principal place of residence. It does not apply to holiday homes or landlord properties, as well as some optional covers.

This discount is not available to holders of a Business Seniors Card, Career Senior Card or Commonwealth Seniors Health Card.

For further information on the seniors discount please contact GIO.

We’re committed to ensuring our products and services reflect the diversity of our community.

We’re reviewing our systems as they currently only request Male and Female. If you don’t identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number. 

If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 10 10 with the quote or policy number, or just call us direct for a quote.

Please note we are only able to acknowledge non-binary gender for: Car Insurance, Motorcycle Insurance, Caravan Insurance, Boat Insurance, Home & Contents Insurance, Landlord Insurance, Renters Insurance, Strata Insurance.

No, Business Insurance is a different insurance product to Workers Compensation and provides various covers including motor vehicle, public liability or property damage for your stock, contents and buildings. 

For more information on the types of Business Insurance covers or to get a quote, please visit Business Insurance.

A duty to take reasonable care not to make a misrepresentation applies to Consumer Insurance Contracts. To meet this duty, it is important that you answer questions truthfully and accurately.

If you experience a problem, are not satisfied with our products or services or a decision we have made, please visit our Customer Relations & Complaints page to access more information. 

GIO does not offer cover notes (a form of temporary insurance covering the period between signing up for a policy and making the first premium payment).

After you begin a policy you can contact us to return the policy within 21 days from the start date of your policy. This is called the cooling off period. As long as you have not made a claim during this period, we will refund in full the money you paid for your policy (including GST if applicable), but you will not have any cover under the policy.

Alternatively, you can cancel your policy at any time while you are insured. When you do this, unless we tell you otherwise, you will have cover up until the date and time of cancellation.

If you do cancel, you may qualify for a refund of the unexpired portion of the premium less any non-refundable government charges. Minimum refunds apply.

For more information see ‘What happens with cancellations’ in the Product Disclosure Statement (PDS)

An excess is the amount you pay towards the cost of your claim for each incident covered by your policy. A standard excess applies to all claims unless stated otherwise in the PDS.

A No Claim Bonus (NCB) is a discount off your comprehensive premium rewarded for your good claims history. On each renewal, your discount will increase providing you haven’t had any claims on your policy that affect your NCB when we calculate your renewal premium. If you are eligible, your NCB will keep increasing until you reach the maximum discount level. Your NCB is shown on your certificate of insurance.

The NCB is available for comprehensive boat, caravan and trailer, and motorcycle policies. Discount does not apply to optional ‘Contents’ and ‘Annexe’ covers. Taxes and charges are not discounted. For more information please refer to the Additional Information Guide (AIG) for Boat, Caravan and Trailer, or Motorcycle Insurance.

A No Claim Discount/Rating 1 for Life applies to some policies purchased before 3 September 2013. If it applies to any car covered by your policy, it will be shown on your certificate of insurance. 

GIO Online Services shows claims information for Home and Contents, Landlord, Car, Motorcycle, Boat and Caravan Insurance, allowing you to track claims for those policies.

GIO customers may find their total premium is higher than last year due to an increase in the Emergency Services Levy (ESL). This levy is also charged by other insurers in NSW. The money contributed by insurers is used to meet our funding obligations to the NSW State Government to fund vital NSW emergency services. This includes Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services whereby the NSW State Government has increased the fund required to cover these services.

Your quote, new business or renewal schedule will display the amount of ESL you are required to pay.

If you have any questions about how this might impact the cost of your insurance, please contact us.

For more information on the ESL you can:

• Visit the NSW Government Revenue ESL information page.