FAQs

Fill out an enquiry form or call us. If you have an accounts enquiry, you can fill out our enquiry form, call us on 1800 618 700 or email [email protected]

We appreciate there are times when circumstances beyond your control can make it difficult to meet all your financial commitments.

If you’re struggling to make a payment to us please visit the Financial Hardship section of our website for more information on the support available to you.

Credit terms and premiums. We don’t offer monthly payments, all policies are annual and our credit terms are 90 days.

It’s easy, just complete our Request a login form, and we’ll have you up and running in no time.

If you have attempted to use the ‘Forgot Password’ function and haven’t received an email, your access may be restricted as a security measure due to a period of inactivity. To reactivate your account, simply complete the ‘Request login’ form here.

• Place standard business faster 
• Reduce manual administration and follow-up 
• Access documentation immediately once cover is confirmed 
• Manage submissions and supporting information in one place 
• Gain greater visibility over your portfolio 

• Accept quotes and confirm cover, with documentation issued immediately 
• Submit closings and bind eligible policies 
• Upload and download supporting documents 
• Complete updated online application forms 
• View applicable policies through improved portfolio dashboards 
• Access sales and technical support materials 

Don’t worry. If you’ve forgotten your Broker Portal login and/or password, simply click forgot password on the the login page of the Broker Portal. If you’re still having trouble, please complete our Enquiry form, and we’ll have you back up and running in no time.

• Corporate Travel 
• Individual Personal Accident & Sickness 
• Journey Group Personal Accident 
• Voluntary Workers’ Group Personal Accident 

• The Broker Portal support page (FAQs, guides, updates): Use the quick links menu in the Portal 
• Your AHI underwriter for placement-related queries 
• Submitting a support request via the online form: Use the quick links menu in the Portal to access the support page and complete the form on the right – one of our team will be in touch

• The risk is complex, bespoke, or strategic 
• You require us to better understand your needs or program design 
• There are unusual exposures or coverage considerations 

• Faster quote, bind, and document turnaround 
• A streamlined, digital submission process 
• Reduced back-and-forth and manual administration 

We work to streamline our claims process so that you get a resolution in the quickest possible time. We also appreciate that when things go wrong, speaking to an experienced claims professional can help alleviate some of your stress.

In the event of an emergency, call AHI Assist reverse charge on our 24/7 helpline +61 2 8330 1222.

For non-emergencies, download the appropriate Claim form, and/or call our team on 1800 618 700 during business hours and we’ll make sure you’re on the fast track.

Claims can be lodged via:

Email: [email protected] or directly to your assessor if you have their details.

Post: GPO Box 4616, Sydney, NSW 2001

Making claims is easy with AHI. Go to our Claims page and download the relevant form for your policy. If you have questions, or need a hand, call our team on 1800 618 700 during business hours and we’ll make sure you’re on the fast track. 

In the event of an emergency, call AHI Assist reverse charge on our 24/7 helpline +61 2 8330 1222.

Claims can be lodged via:

Email: [email protected] or directly to your assessor if you have their details.

Post: GPO Box 4616, Sydney, NSW 2001

Fax: (02) 9252 4385

Each claim is different. However, we work to streamline our claims process so that you get a resolution in the quickest possible time. But there are also things you can do to speed up the process:

• Download the appropriate claim form for your policy
• Complete all required sections of the form
• Provide all relevant supporting documentation

We also appreciate that when things go wrong, it an be a stressful time, that’s why our experienced claims professionals are standing by to lend a hand.

In the event of an emergency, call AHI Assist reverse charge on our 24/7 helpline +61 2 8330 1222.

For non-emergencies, call our team on 1800 618 700 during business hours and we’ll make sure you’re on the fast track.

The team at AHI is made up of some of the most experienced accident and health underwriters. We have over 20 years experience, and our expertise and category insights mean we can provide guidance on our accident and health policies to help protect you, and what matters most to you, wherever your life takes you. Contact us anytime.

If you need help understanding any aspect of your insurance policy or claim with AHI in your language you can:

Contact us by phone on 1800 618 700, our team has access to many languages to assist you directly. 

Or you can contact the Translating and Interpreting Service (TIS) who are available 24/7 and their interpreters speak over 160 languages. They’re available over the phone and in person.

Book an appointment with TIS, or call them on 131 450.

Yes. AHI is always happy to work with you directly. However, we also work closely with everyone from International Brokerages, to your local trusted Broker. We’re flexible enough to work with you, on your terms, to ensure you get the best outcome possible.

• Check out our market leading policies here 
• Or contact us directly

Yes. You can quote and bind Corporate Travel, Individual Personal Accident and Sickness, Journey and Voluntary Workers policies online through the AHI Broker Portal. If you don’t have a login and password, you can reqest one by completing our Request a Login form.

No. We take the time to have our underwriters review policies each year, ensuring that we’ve got you covered.

AHI provides cover for COVID under our Corporate Travel Product. For specific information, please refer to our SPDS.

Brokers and Insureds can find COVID cover scenarios here. If you still have questions, please contact your dedicated underwriter.

No. We still trade as Accident and Health International Pty Ltd. Our friends have called us AHI for some time, so we thought it was time to make it a little more official.

In person or Online. AHI are happy to train your new staff or undertake refresher demonstrations to existing staff. Depending on your location, we will undertake training in person or over the phone/online. In most cases we will endeavour to train brokers in your offices. Please complete our Enquiry form and we’ll be in touch to organise a date.

Why are AHI and Tokio Marine involved in issuing the LeaseGuard Insurance Stamp Duty refunds?
The LeaseGuard product is issued by Marsh Advantage acting as agent for the Insurer Accident & Health International Underwriting Pty Limited on behalf of Tokio Marine & Nichido Fire Insurance Co. Ltd

I received an SMS instructing me to review my email for details of how to obtain my refund but I can’t find my email. 
The email was sent to the address that was provided when the policy was purchased. Please check your spam or junk folder. If you have changed your email address since you purchased your policy and no longer have access to your old email address, this will need to be updated in our system and a new link will need to be created and sent to you. This can take up to 2 weeks. Please contact SG Fleet on 1300 001 087 to provide your new email address. 

After the recent media alerts regarding cyber breaches, I am worried this might be a scam and I am concerned about providing my bank account details online. 
We understand our customers’ concerns during this time of heightened cyber awareness and want to reassure you that we have controls in place to prevent unauthorised access of our systems.

Why can’t you issue the refund to my credit card?
If the funds were to be deposited to a credit card, you may be charged a cash advance fee to withdraw them. By depositing into a bank account, you can choose the way in which you use these funds. For this reason, we have built our system to process the refund to your bank account. To ensure a smooth and efficient refund process, please nominate your bank account for the refund.

I had multiple policies impacted, why have I only received an email for one policy?
The refund assessment and Stamp Duty refund calculation is completed on a policy-by-policy basis, therefore each impacted policy will be addressed in its own unique email. We appreciate your patience as we work through the impacted policies.

How is my LeaseGuard Stamp Duty refund calculated?
The amount of your refund will be calculated based upon the incorrectly charged ACT Stamp Duty collected as part of your monthly LeaseGuard premium plus the penalty interest applicable to the date each of the premiums were paid.  If your policy is still in force, an additional component for stamp duty will be paid for the remaining length of the lease. In the event that you terminate your LeaseGuard policy before this date, this amount will remain in your leasing budget and credited accordingly. 

How long will it take for the Leaseguard Stamp Duty refund to appear in my account? 
Wherever possible, payments will be deposited into your nominated bank account within 3-6 weeks of you completing the refund request. Your bank statement will show the deposit from AHI .

I still have questions about my LeaseGuard refund, who can I contact? 
If you still have questions, please contact our SG Fleet team by calling 1300 001 087 Mon-Fri 8:30am-5:30pm.

AHI have offices around Australia. You can find us in Sydney, Melbourne, Perth and Brisbane. Visit Contact Us to see our office locations.