Help & support

FlexiCare Program

Accidents happen; things can breakdown, get damaged or even lost.

Through our FlexiCare Protect feature, goods rented under an active FlexiWay Advatange Rental Agreement, are protected against theft, accidental loss or accidental damage anywhere in Australia or New Zealand, or anywhere in the world during a trip of 28 days or less*.

We will also temporarily waive your payment obligations in the case of certain specified events such as involuntary unemployment, disablement, terminal illness or death*.

For us, it’s all about giving you peace of mind should something go wrong.


If the rented goods are accidentally damaged, contact the FlexiWay Customer Team on 1800 001 952 to let us know and we will explain the process to you. Depending on the type of goods you have rented, you may have to send them back to us for assessment*.

If the items requiring repair are white or brown goods, or specialist items, you may be requested to obtain a local 3rd party repair quotation eg. for a TV, lawn mower, washing machine, desktop etc.


If, after assessment, we decide that the rented goods cannot be repaired, or if they have been stolen or accidentally lost, we will endeavour to replace the goods*.

If your goods are stolen or accidentally lost you must:

  1. Inform the police within 48 hours of the incident (VIC – IN PERSON, QLD – ONLINE, WA – ONLINE, NT/NSW/SA/TAS/ACT – ON PHONE 13 14 44)
  2. Once you have done this, contact us on 1800 001 952 to provide us with the police incident reference number.


If we cannot repair or replace the rented goods, we may release you from any future monthly rental payments for the goods*.

Please note: We may refuse requests for repair or replacement when your payments are in arrears or you have no fixed abode.

FlexiCare Loaner

Under our FlexiCare Loaner feature, if the goods you are renting break down, we can provide a temporary replacement for you to use while the goods are being repaired.

Your rental agreement must have FlexiCare Loaner to be able to take advantage of this feature. Check your Credit Guide and Terms & Conditions booklet for details.

FlexiCare Program Fees

For the current FlexiCare fees, please refer to the Credit Guide and Terms and Conditions section PART D: FEE TABLE.

Call the FlexiWay Customer Team on 1800 001 952 to request a lodgement form.

Disablement, involuntary unemployment or death

If you have FlexiCare Protect Platinum, in the instance where you are unable to make your monthly rental payments due to your disablement, involuntary unemployment or in the event that the customer has passed away, please contact us on 1800 001 952 to request a lodgement form.

*See the full terms and conditions in the Credit Guide and Terms & Conditions booklet for any exclusions, exceptions and basis of settlement etc.