Program Transition Q&A
Why is HearSure transitioning to a new underwriter?
HearSure has experienced significant growth since launch, and our scale and product ambitions now require a capacity provider better suited to our future direction. This transition will allow us to expand nationally, introduce new product features, and continue delivering exceptional value to both clinics and clients.
When will the current program end?
Our current underwriter agreement will cease from midnight on 30 November 2025. After this date, no new policies or renewals can be issued under the existing arrangement.
What are the key dates I need to know?
Final day to create 14-Day Free Trial: 16 November 2025
Final day clients will receive annual renewal emails: 16 November 2025
Final day clients will receive a reminder to renew their 14-Day Free Trial to an annual policy: 30 November 2025
Final day to access the HearSure portal: 30 November 2025
What happens to existing policies?
All existing policies remain valid until their expiry dates. Clients will continue to be fully covered for the duration of their policy term, and claims will continue to be reviewed and processed as normal.
Can renewals still be processed?
Yes. Renewals can continue to be processed until 30 November 2025. After this date, renewals under the existing underwriter will not be possible until our new program is launched.
Will clients be affected?
We expect no impact to existing clients. The only clients who may be affected are those whose renewal dates fall after 30 November 2025. We will communicate directly with these clients closer to the date and ensure a clear transition plan is in place.
Can clinics continue to issue new 14-Day Free Trials?
Clinics can continue to issue new 14-day trial policies and annual policies up until 16 November 2025. This ensures all policies remain within the coverage window prior to 30 November 2025.
What improvements are coming with the new program?
The next generation of HearSure will introduce:
Will there be a gap between the current and new program?
There will be a short transition period while we finalise our new underwriting and technology arrangements. While this gap is not ideal, it is a necessary step to ensure the long-term strength and scalability of the HearSure program. We will keep all partners informed and supported throughout this time.
What happens to the data currently stored in the HearSure system?
We will securely extract all policy and customer data from our current system and migrate it to our new internal platform. No clinic or customer data will be lost.
When will the new product be available?
Discussions with our new capacity provider are well advanced. While the exact timing is yet to be confirmed, our goal is to launch the refreshed HearSure product and platform early in 2026.
What should I tell my clients in the meantime?
You can reassure clients that:
We’ll also provide you with template wording and communication materials closer to the transition date to ensure consistent messaging.
How can I, or my client submit a claim under their existing policy?
Claims for active policies can continue to be lodged until the policy expiry date. Claims can be lodged directly with HearSure via our website (www.hearsure.com.au) or by phoning 1300 139 448 (9am – 5pm AEDT)
The change of underwriter does not impact our ability to pay claims, and HearSure will continue to work with out current underwriter to act in the best interests of our customers
Who can I contact if I have questions?
You can contact Kevin or Ben directly via mobile:
Kevin: 0439 551 076
Ben: 0407 650 870
Alternatively, our friendly team can be contacted 9am – 5pm AEDT on 1300 139 448 or via admin@hearsure.com.au
What makes this change positive for clinics?
This transition is a key step in HearSure’s evolution. By moving to a new capacity provider and launching our own internal platform, we’re creating a more scalable, flexible, and partner-friendly business model. This will mean:
What should we suggest for our clients’ hearing aid insurance needs in the meantime?
Peace of mind is important for your clients. We suggest they speak with their current home and contents insurer or insurance broker to identify an insurance cover appropriate for them until HearSure is available again.
Together, we’re continuing to lead the way as Australia’s only specialist provider of specialised hearing-aid insurance.
Feel free to ask any questions you have below
Our team will be sure to get back to you as soon as possible