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Table of Contents

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Customer service

Our Challenger team are Australian based and readily available to answer your questions Monday to Friday, from 8am to 6pm AEDT. You can also speak to your financial adviser.

Questions about Challenger

 

Do you have a question about Challenger? We've listed the most common questions we receive from our customers on this page.

How do we cover our promises made to our customers
Do you charge any fees?
How does Challenger make its money?
Who underwrites Challenger?
Does Challenger's share price affect my investment?
What if Challenger goes bust?
Where does Challenger invest its customers' money? 

Questions about Lifetime annuities

 

In this section you will find the most common questions we receive from our customers about Lifetime annuities.

What if I die early during my lifetime annuity?
What if I need access to my investment?
Do I have to put all my super or savings into the annuity?
What if the cost of living goes up?
How does a lifetime annuity interact with my Age Pension?
Are annuities tax free?
Are annuities taxable to beneficiaries?

Questions about Term annuities

 

In this section you will find the most common questions we receive from our customers about Term annuities.

Is the rate fixed for the investment term?
Is the term fixed?
Are the regular payments guaranteed?
Is the repayment of the money invested guaranteed?
Will payments change if the share market goes down?
Can I choose how often to receive my payments?
Can I increase the amount of my regular payments?
Is there a penalty for withdrawing all or part of my money before the end of the term?
Will I get my investment amount back at the end of the term?
Is there a minimum investment term?
Can I add to my investment during the term?
Can I re-invest at maturity?
Is there a minimum investment amount?
What happens to my money if I pass away?
Are there any fees?

Questions about aged care costs

 

In this section you will find the most common questions we receive from our customers about aged care costs.

What upfront costs will I need to pay? 
How much will I pay for ongoing care? 
Can I keep my home or is it better to sell it? 
How do I maximise my social security benefits?
How can I afford to apply for ongoing care?
Will I have something to leave for my family?
How much tax will I need to pay? 

Questions about the Age Pension

 

In this section you will find the most common questions we receive from our customers about the Age Pension.

How much can I earn before my income affects my Age Pension?
Is the Age Pension assessable income?
 Is the Age Pension tax free?
What age can you get the Age Pension in Australia?
What assets are included for the Age Pension?
What is the income limit for the Age Pension?

Questions about Target Market Determinations

 

In this section you will find the most common questions we receive from our customers about TMDs.

What is a Target Market Determination?
Where can I find the Target Market Determination for a product?
Why is it important for me to consider a financial products’ Target Market Determination?
How do I know if a product isn't appropriate for me?
What if I still want to apply for the product even though I'm not within the described target market in the TMD?

Questions about InvestorOnline

 

In this section you will find the most common questions we receive from our customers about InvestorOnline.

 

Getting started

How secure is my information on InvestorOnline?
Can I apply for an InvestorOnline account without providing an email address or mobile phone number?
Can I provide my financial adviser’s email address as my email on my application?
Can my financial adviser see my information online?

Logging in and out of my account

I’ve forgotten my user ID. How do I retrieve it?
Why do I receive an error message when I try to retrieve my user ID?
Why have I been locked out of my account?
Why did I receive an SMS code when I attempted to log into InvestorOnline?
Will I get an SMS code each time I log in?
Why have I not received my SMS code?
I received an SMS code from an overseas number. Is this normal?
Why do I get an error message when I try to log into InvestorOnline?
What is Multi Factor Authentication?
Can I get an SMS code re-sent to my mobile?
Why do I need to accept T&Cs when it’s not my first time logging in?
Why was I automatically logged out of InvestorOnline?
How do I safely log out of my account?

Passwords

Why does my current password no longer work?
I’ve forgotten my password, how do I reset it?
Why is my password reset email link no longer valid?
I have chosen a new password, but InvestorOnline says it is invalid. Why?

InvestorOnline features

What information can I access online?
Where can I view my account information?
Where can I find my statements and correspondence?
Where can I see my beneficiary details?
How can I request a Centrelink schedule?
Where can I see my closed / inactive accounts?
Why can’t I see all of my past correspondence?
Can I renew my annuity via InvestorOnline?

Updating my personal details

Where can I view my contact information on InvestorOnline?
My details on InvestorOnline are incorrect. How can I update them?
How can I remove my email address or mobile number from InvestorOnline?

Other frequently asked questions

 

Here are some other commonly asked questions we receive.

How much do I need to retire comfortably?
How much will I pay in taxes in retirement?
What is an account-based pension?
When can I start an account-based pension? 

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