Customer Support

How do I contact Prosura?
Contact Hours   The Prosura contact centre is open Monday to Friday between 9am - 5pm Australian Eastern Standard Time (AEST).   When will I receive a r...
Tue, 9 May, 2023 at 5:17 PM
I called out of office hours. What should I do?
You can cancel or modify an existing policy at any time via the Prosura Self Service Portal using your policy number and the email address you specified whe...
Thu, 14 Mar, 2024 at 9:54 AM
How do I get a tax invoice for my insurance policy?
After you purchase your policy, you will receive a Confirmation Email to your nominated email address.   A tax invoice for your purchase is included in yo...
Thu, 14 Mar, 2024 at 9:56 AM
Can I enquire about a policy if I am not the policy holder?
Policy enquiries and changes, except for name changes, can be made by a third party if they are able to verify the required policy details or otherwise have...
Thu, 14 Mar, 2024 at 9:58 AM
Where can I read the Product Disclosure Statement (PDS)?
Product Disclosure Statements (PDS) are available on the Prosura website. If you have purchased a policy, your policy Product Disclosure Statement is lin...
Thu, 14 Mar, 2024 at 10:02 AM
What are the product terms and conditions?
Full product inclusions, exclusions, limits and other terms and conditions are outlined in the applicable Product Disclosure Statement (PDS).  
Tue, 9 May, 2023 at 5:16 PM
How long will it take to receive a response to my email / voice mail?
Responses to customer voice messages and emails will be provided within 1 business day of receiving the request.   The Prosura call centre is open from 9a...
Tue, 9 May, 2023 at 5:15 PM
Does the insurance product provide cover for reimbursement of credit card surcharges and fees charged by the car rental vehicle company?
Fees and surcharges including premium location surcharge, admin and credit card fees charged by the car rental company in connection with the excess or othe...
Thu, 14 Mar, 2024 at 10:07 AM
I am having trouble with the purchase page. I have entered my details and tried to pay, however I'm not sure if the purchase has been confirmed?
We're sorry that you are having difficulty purchasing your policy.   If you have not received a confirmation email, it is most likely that your policy...
Tue, 9 May, 2023 at 5:16 PM
I have not received my car rental excess insurance confirmation email.
Thank you for purchasing a Prosura Rental Vehicle Excess Travel Insurance policy.    A confirmation email is issued to your nominated email account once y...
Thu, 14 Mar, 2024 at 10:10 AM