Got questions?

We’ve got answers.

These answers apply to the latest version of our insurance product, released on 29 April 2022. We highly recommend you check out our simple PDS before deciding if our insurance is the right fit for you. Don’t worry, we’ve tried our best to keep it short and simple, whilst being informative and straight up.

Flip in a nutshell

Who is Flip?

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Flip is an insurance company. We’re owned by HCF Life, a subsidiary of Australia’s largest not-for-profit health fund, HCF.

The Flip company was founded on 1 June 2021, and we set out on a mission to create insurance that people love by daring to be different.

Flip currently offers one product, accidental injury insurance, but watch this space - this is just the beginning of our journey.

What is Flip’s on-demand accidental injury insurance?

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We know it’s a mouthful, but we like to say things how they are.

Flip’s on-demand accidental injury insurance is designed to give you a cash payout if you have an accident in Australia or New Zealand while your insurance is active, and you injure yourself as a result.

There are no waiting periods and no cancellation fees.

You can claim multiple accidents until you reach $20,000 in payouts, and you can use your cash however you like, whether it’s on medical costs that aren’t covered by Medicare or private health insurance, Ubers to your appointments, or getting a baby sitter or food delivery while you’re out of action. Whatever works for you.

What makes Flip accidental injury insurance flexible?

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We’re the first Australian insurer offering insurance by the day with our Day Pass purchase option.

We also offer a weekly subscription with our Always On purchase option that allows you to turn your insurance off any time.

The best part? It’s all digital, so you can sort your insurance in the palm of your hands within a few clicks.

What makes Flip Insurance different from the others?

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Health insurance focuses on covering tests and treatment for a huge range of illnesses (which is why it’s so exxy). Flip just covers you for specific injuries, paying a set amount for injuries caused by accidents. With health insurance, money is paid to doctors and hospitals but Flip pays you cash that you can spend however you like.

  • No waiting periods.
  • No complicated application or quote processes.
  • No paper. We’re fully digital - even our claims.

We embrace people with active and adventurous lifestyles. We don’t exclude you or hike the price up just for you.

What do you mean by on-demand?

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When we say on-demand, we mean you can sort your insurance with just a few clicks. Whether it’s turning your insurance on, off, or putting in a claim.

On-demand also means we don’t have any waiting periods. When you turn your insurance on, it starts straight away.

Can I claim shortly after I turn my insurance on?

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If you’re unlucky enough to find yourself in an accident straight after turning your insurance on, and you’ve suffered an injury (or injuries) that we cover, you can go ahead and submit a claim.

And because we’re fully digital, you’ll be able to do this in just a few clicks. Just be sure to have the evidence of your accident and injuries on hand, as we’ll need you to take pics of that.

Head to the Claims section on this page to learn more about our claims process.

What is the minimum period I can get insurance for?

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With our Day Pass purchase option, you’re covered for up to 24 hours, depending on what time you turn it on. If you’ve booked a Day Pass for a future date, you’re covered for a full 24 hours. If you’ve booked a Day Pass for a date in the future but change your mind before it starts, you can cancel it for a full refund.

With our Always On purchase option, the minimum period you’re covered for is 1 week. If you need insurance this week but not next week, you can turn your insurance off before the end of the current billing cycle by heading to your Flip Dashboard.

How much cash do I get?

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You can claim for multiple accidents until you’ve received $20,000 in payouts form us.

The amount you get for each accident depends on the injury (or injuries) you suffer. For example, surgery for a broken wrist within 6 months of your accident gets you $2,000, whereas a minor wrist sprain gets you $200.

You can use your cash however you like, whether it’s on medical costs that aren’t covered by Medicare or private health insurance, Ubers to your appointments, or getting a baby sitter or food delivery while you’re out of action. Whatever works for you.

Is this private health insurance?

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No. We pay you cash for approved claims, depending on which injury you have.

Health insurance is different. Money is paid to specialists and hospitals for certain services  up to certain limits.

Is this income protection?

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With Flip’s accidental injury insurance, you get 1 of 3 set cash payouts for approved claims.

Unlike income protection, the cash payout you get depends on the injury you suffer, not your income.

Also unlike income protection, we don’t ask for details like your income, occupation or health details. Our premiums and payouts are the same for everyone.

Do I still have to pay the Medicare Levy Surcharge (MLS) or the lifetime health cover loading?

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Flip products are not health insurance. This means our products don’t have an impact on any taxes or charges relating to having, or not having, health insurance.

Should I get accidental injury insurance if I already have Medicare and private health insurance?

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We can’t give you financial advice. It’s up to you to decide whether Flip is the right fit for you. We highly recommend you read our PDS to help make that decision (don’t worry, we’ve tried our best to keep it short and simple).

In the meantime, here’s a list of some of the things people generally spend their money on when they get injured:

  • casting material, moon boots, braces, slings, splints or crutches
  • specialist gaps from the physio, dentist or surgeon
  • anaesthetist fees
  • ambulance fees
  • transportation if you can’t drive like Ubers and taxis
  • assistance while injured like getting a baby sitter, dog sitter or food delivery

Can I trust Flip?

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Of course. Flip products are issued by HCF Life, a wholly owned subsidiary of Australia’s largest not-for-profit health insurer, HCF. We’re legit.

How do you give back to the community?

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We’re currently working on partnerships with charities, so when we pay less claims than expected, we’ll be able to donate to verified organisations with community causes we feel strongly about (and we’re sure you will to!). On that note, if you’ve got a charity that’d be a nice alignment, we want to hear from you! Hit us up at hello@getflip.com.au

Price

How much does Flip accidental injury insurance cost?

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There are two purchase options for our accidental injury insurance:

  • Always On - $9 weekly, but you can cancel any time. If you cancel, your subscription continues for the rest of the billing cycle. E.g. if you purchased cover on Monday and cancel on Wednesday, you’ll be covered until 11.59pm Sunday.

    With Always On, you also have the option to Boost your insurance. At $6 per Boost, this means your payouts will double for approved claims while your Boost was on.
  • Day Pass - $6 per Day Pass. If you’ve booked a Day Pass in advance, you can cancel before the day for an automatic 100% refund.

When do I have to pay?

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For both purchase options, you pay upfront.

Day Pass: when you book a Day Pass, whether it’s for today or for a date in the future, we need to be able to successfully debit your account in order to activate your insurance. If you’re booking a Day Pass for a date in the future, don’t forget you can cancel this for a full refund any time before the date.

Always On: for Always On, we need to be able to successfully debit your account each week. If there’s a week where we’re unable to debit your account, we’ll attempt to debit your account 3 more times. If we’re still not able to debit your account , your insurance will end at the end of that week. Don’t forget if you have insurance for this week but don’t need it next week, you can cancel it before the end of the week and you won’t be charged for the following week.

I’ve booked a Day Pass for a future date. Can I change my mind?

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Yes. As long as the Day Pass hasn’t started yet, you can cancel it ahead of time for a full refund.

Are there any hidden costs? Do I have to pay any excess?

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No. There are no hidden costs, and you don’t have to pay excess.

Our Always On purchase option is $9 per week, and our Day Pass purchase option is $6 per Day Pass.

For approved claims, you get a set payout amount to your bank account. We won’t ask you to pay any excess.

Does the price change based on my health or income details?

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No. Our prices are fixed, meaning everyone pays the same. We don’t take your health status or income details into account when you sign up to buy our insurance.

Who is Flip's accidental injury insurance designed for?

Do I have to meet certain criteria to buy insurance?

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Flip currently welcomes people that live in Australia, between the ages of 18 and 64.

This includes international students, people on working holiday visas and people on temporary working visas.

If you’re temporarily in Australia as a tourist, or if you’re outside of these ages, unfortunately you won’t be able to buy our current product.

Can I buy Flip accidental injury insurance to cover other people?

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Flip accidental injury insurance is currently only available for individuals. This means if you buy insurance, you’re buying it to cover accidents that happen to you - not accidents that happen to other people.

If you’re looking to insure a group, team or club, hit us up at hello@getflip.com.au to register your interest.

I ride motorcycles and dirt bikes. Is this insurance for me?

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If you’re wanting insurance solely for motorcycling accidents (including dirt biking), please consider if this is the right insurance for you.

This is because we don’t cover accidents that happen while riding a motorcycle.

I’m looking for insurance for accidents that happen at work.

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Flip’s accidental injury insurance only covers people for accidents at work if their work is sports related, like a tennis coach.

If you’re wanting insurance solely for accidents at work, and your job is not sports related, please consider if this is the right insurance for you.

I don’t have any insurance at all. Why should I buy Flip?

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We can’t tell you what to do, but here are just some of the features of Flip accidental injury insurance that you might want to consider when deciding whether to buy:

  • Not everything is covered by Medicare or private health insurance, so having Flip accidental injury insurance can take the sting out of these unexpected costs.
  • You don’t need to have your insurance turned on 24/7 if you don’t need it on 24/7. You might want to cover yourself for a training week in the lead up to a competition, and turn it off after that.
  • We’re fully digital. No complex application processes or long paper forms for claims.

Where am I covered?

What countries am I covered in?

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With Flip’s accidental injury insurance, you’re covered for accidents in Australia or New Zealand, whether it’s on the slopes, sand or surf.

There are a few things we don’t cover like accidents that happen while you’re involved in something illegal, motorcycling (including dirt biking) or while on the job (except if you’re work is sports related e.g. professional athlete or sports coach). You can read more about that here

Am I covered while travelling overseas?

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At the moment, we only cover accidents that happen in Australia or New Zealand.

Activities you can be doing

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We cover most activities, so it’s easier to list the few activities we don’t cover:

  • motorcycling (which includes dirt biking)
  • anything illegal
  • accidents while working (unless your work is sports related e.g. sports coach or professional athlete)
  • anything outside of Australia or New Zealand

Here’s a list of just some of the many activities you can be doing (as long as they’re legal, and within Australia or New Zealand!):

  • horse riding
  • paragliding
  • surfing
  • chess playing
  • MTB riding
  • walking
  • lead climbing
  • boxing
  • karate chopping
  • deep sea diving
  • running
  • skiing
  • snowboarding
  • snowmobiling
  • e-biking
  • skateboarding
  • pogo sticking...

We could go on and on, but you get the idea.

Accidents on the job

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One of the few things we don’t cover are accidents that happen while working.

We do have an exception to this rule, which is if your job is sport related such as a sports coach or professional athlete.

My hobbies are really high-risk. Will you cover me?

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We cover most activities, so it’s easier to list the activities we don’t cover:

We do have an exception to this rule, which is if your job is sport related such as a sports coach or professional athlete.

  • motorcycling (which includes dirt biking)
  • anything illegal
  • accidents while working (unless your work is sports related e.g. tennis coach)
  • anything that happens outside of Australia or New Zealand

I consider myself and my activities pretty low-risk, but I still want some kind of insurance. Is this insurance right for me?

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It’s ultimately up to you to decide. Read our PDS and see what you think. If you need more answers to your questions, keep reading on below!

What am I covered for?

What injuries are covered

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Our accidental injury insurance covers - you guessed it - injuries that happen because of an accident.

We cover a wide range of accidental injuries. Head here for a summary of these injuries, or check out our PDS for the full details.

What injuries aren’t covered

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  • Injuries that existed before your insurance was turned on
  • Injuries not caused by an accident, like:
    • wear and tear or overuse injuries (e.g. shin splints, bursitis, chronic shoulder instability or tennis elbow)
    • medical stuff. For example, if you faint from low blood pressure and knock your head on the way down, that’s not covered.
  • Anything that’s not an injury, such as an illness.

This is just a summary. Check out our PDS for the full detailed list.

What counts as an accident

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It’s an event that happens suddenly i.e. you can pinpoint the time and location of when it happened.

The event is caused by something external to your body and involves an external force or object. For example, tripping or falling, or being in a crash or collision.

It’s also an event that’s unintentional. In other words, it's not planned or done on purpose.

Cancellation

I want to turn my insurance off

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The good news is with Flip, there are no lock-in contracts and no cancellation fees.

To turn your insurance off, or to cancel a Day Pass or Boost that you’ve scheduled for a future date, simply head to Manage Cover on Flip Dashboard.

If you have our Always On purchase option and decide to cancel it, you’ll be covered until the end of that week, similar to how Netflix and Spotify works. So, if your billing cycle starts on a Monday and you cancel on the Wednesday, you’ll still be covered for accidents until 11.59pm Sunday.

If you have a Day Pass or Boost booked for a future date and decide to cancel it, you can do this any time before they start for a full refund. If you’re Day Pass or Boost has already started, you won’t be able to cancel that day, so you’ll stay covered for accidents until 11.59pm that day.

Can I turn my insurance on again after I’ve turned it off?

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Yes, as long as you meet our age and residency criteria. Simply head to your Flip Dashboard.

Claims

How do I submit a claim?

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You’ll first need to gather proof of your accident and injuries. We need to check:

  • Proof of when and where the accident happened
  • Medical evidence of your injuries, when they happened, what caused them. This could include things like X-rays reports, physio patient notes or hospital discharge forms

Once that’s sorted, head to your Flip Dashboard to submit your claim.

We’ll ask a few questions like “Describe the accident,” and ask for your permission to speak to your Health Professionals.

The more information you provide, the faster we can assess your claim.

If all the information stacks up and matches what’s covered in your PDS, you’ll get a cash payout to your nominated bank account to spend how you like.

Lies and fraud

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Insurance fraud is a serious crime, and because we don’t beat around the bush, we like you to know any claims information may be investigated.

If the information supplied is found to be false, it may be reported as insurance fraud.

If this occurs, we won’t pay your benefit, and you’ll need to repay the benefit if it’s already been paid.

What does a typical claim process look like?

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Check out our How to Claim page here.

What evidence do I need to provide?

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For all injuries, you’ll need to upload proof that you saw a Health Professional within 14 days of your accident happening. A Health Professional is a registered medical practitioner, dentist or physiotherapist in Australia or New Zealand, relevant to your injury.

If you’ve had surgery or one of the major dental treatments we cover, you’ll need to upload proof that you had the procedure done within 6 months of your accident.

For all claims, you’ll need to upload proof of where and when the accident happened, what your injuries are and what caused them.

For example, for a broken arm, you might consider uploading:

  • a GP report explaining the cause of your injury
  • an X-ray report confirming the broken arm
  • a copy of the receipt if you had to pay for a cast
  • hospital discharge documents if you’ve had surgery for the broken arm
  • patient notes from your physio

Make sure your documents have your details on them and make sure the documents are dated.

If we need more information, we’ll contact your Health Professionals for more information, with your permission.

The more information you provide, the quicker we can assess your claim.

I’ve injured myself in an accident. How much do I get?

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There are 3 set payout amounts: $20,000, $2,000 and $200. Different injuries attract different payouts. You’ll get the highest payout that applies to your accident.

For example, if you had an accident and suffered a sprained wrist and had surgery for a broken arm, you’ll get $2,000. If you happened to have Boost turned on at the time of that accident, you’ll get $4,000.

How can I use the money?

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You can use your cash however you like.

Here’s a list of some of the things people generally spend their money on when they get injured:

  • casting material, moon boots, braces, slings, splints or crutches
  • specialist gaps from the physio, dentist or surgeon
  • anaesthetist fees
  • ambulance fees
  • transportation if you can’t drive like Ubers and taxis
  • assistance while injured like getting a baby sitter, dog sitter or food delivery

What’s the waiting period?

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There isn’t one. You’re covered for a range of accidental injuries that happen while your insurance is on.

You’re not covered for anything that happens before your insurance starts or after it ends.

To see when your insurance starts or ends, head to your Flip Dashboard and look for your Certificate of Insurance.

My Flip accidental injury insurance wasn’t turned on at the time of my accident. Can I claim?

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No. With Flip accidental injury insurance, you’re covered for a range of accidental injuries that happen while your insurance is active.

This means you’re not covered for anything that happens before your insurance starts or after it ends.

To see when your insurance starts or ends, head to your Flip Dashboard and look for your Certificate of Insurance.

How do you know when I had my injury?

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When you submit your claim, you’ll need to provide proof of your accident and injuries, including where and when they happened.

I have an illness or health condition. Can I claim?

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Flip accidental injury insurance covers injuries caused by accidents. Illnesses, health conditions, or injuries not caused by accidents aren’t covered.

What are the claim limits?

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Once we’ve paid you at least $20,000 in cash payouts, your insurance will end and you won’t be able to buy more of Flip’s accidental injury insurance.

When will I get my money?

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Once your claim is approved, we’ll organise the cash straight away. Whilst we hope the money gets to you ASAP, this can depend on your bank and business hours.

In line with the Life Insurance Code of Practice, we’ll never take more than 5 business days to send your cash.

I’m making a claim on behalf of a Flip customer who is badly injured and can’t make the claim themselves. Where do I start?

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We're so sorry to hear that. Please contact our helpful team so we can kick-start the process for you.

Promotions

I’ve got a free week of insurance. Will I be charged after that?

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If you’ve redeemed one of our ‘free week’ offers, once the free week ends, your insurance will continue at $9 per week.

If you don’t want to keep your insurance beyond the free week, head to your Flip Dashboard to cancel your insurance. Do this before the end of the free week.

How does the referral program work?

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We wrote a really helpful blog on this, click here to read it.

Can either of us cancel once the free week has run out?

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Yep, just log into your dashboard and cancel before the week is over (but we hope you’re here to stay).

Feedback

Flip insurance isn’t right for me. How do I cancel?

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Easy! Just head to your Flip Dashboard to cancel.

If you cancel an Always On subscription, you'll be covered until the end of that week. So, if your billing cycle starts on a Monday and you cancel on the Wednesday, you'll be covered until 11.59pm Sunday.

You can cancel a Boost or Day Pass before the day for an automatic 100% refund.

We’d love to hear what you think and if you have any feedback, get in touch with us here.

I want to make a complaint

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We take complaints seriously at Flip. Please email resolutions@getflip.com.au with your full name, best contact details, customer number (if you have one) and the nature of your complaint.

Other bits

I want to change my email address

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Hit us up at help@getflip.com.au and provide us with these details:

  • customer number
  • full name
  • DOB
  • your current email address
  • your new email address

I want to change my payment details

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Log in to your Flip account and head to your Profile. Click ‘Manage billing and payments’. From here you can update your payment details.

I have a question that hasn’t been answered on this page

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If you have a question that we haven’t answered on this page, hit us up at help@getflip.com.au

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