This year’s unexpected COVID-19 challenges mean we understand now more than ever the power of helping Australians.
That’s why we’ve implemented a range of solutions that enable us to continue delivering a high level of service and make our customers’ lives easier during this difficult time.
For more information on COVID-19 specifically please visit the Australian Government Website.
Some of these solutions include:
• Transitioning to a remote workforce in order to keep our employees safe and ensure customer-service continuity.
• Online Education programs conducted virtually by our Relationship Managers that have been delivered to thousands of employees.
• Expansion of our real-time LiveChat tool across our websites, which provides customers even greater connectivity to us.
• Launch of Online Sign-up for Salary Packaging, which allows eligible customers the flexibility of signing up to our salary packaging programs at a time that suits them.
• Financial hardship support (more on this below).
• As always, you can manage your account whenever you like, wherever you are with the Maxxia app and Maxxia Online.
Maxxia remains committed to supporting customers impacted by COVID-19. If you require support, email mycarassist@maxxia.com.au with the following subject: Novated Lease COVID -19 payment support.
Please ensure your email includes three points of ID in the email body; for example, employer, full name and date of birth. A dedicated COVID support consultant will call you and go through your options.
1. Use the Maxxia app and Maxxia Online to lodge your claims, send enquiries, make amendments or update bank details.
2. When emailing info@maxxia.com.au, please ensure your email includes 3 points of ID in the email body; e.g. Employer, Full Name, DOB.
3. Stay connected with us via our Facebook page and check your inbox for further updates.
Check out our frequently asked questions and read our blog articles for information that could save you a phone call.
• maxxia.com.au/news
• maxxia.com.au/claims
• maxxia.com.au/faq-salary-packaging
• maxxia.com.au/faq/novated-leasing
Now is a great time to download the Maxxia app and also log into Maxxia Online from your desktop.
The self-serve options we have available will be the best way of managing your account and will free up administration time for our people to process claims etc.
Make accessing your account simple, with functionality designed to make life easier. With the Maxxia app you can:
• Keep your personal details up-to-date simply and easily, without the phone call.
• Easily register your online account entirely from your mobile device.
• View all your account balances at any time, so you’re always in control.
• Track your Maxxia Wallet spending and balance with ease.
• View novated lease^ balances, fuel card spend and more.
Get the Maxxia app today from your app store, or find out more at maxxia.com.au/maxxia-app.
Our secure portal that provides you with 24-hour access to manage your salary packaging and novated leasing accounts, including transactions, payments, requests and claims.
Not registered with Maxxia Online? Click here to get started.
Absolutely. However we are encouraging customers to try and self-serve via the Maxxia app and Maxxia Online in the first instance, or visit our FAQ pages to see if their question already has an answer online.
This will help ease any unnecessary call congestion.
As we get busier, our phone wait-times can grow, so we encourage you to try our LiveChat function. Simply go to Maxxia.com.au and click on Maxx, the bearded fellow at the bottom right of the screen.
You’ll be chatting directly with one of our Customer Care Consultants in no time.
The Maxxia app / Maxxia Online dashboard provides a full breakdown of your available funds.
Your salary packaging arrangements will need to be closed if you are no longer employed.
Simply contact us at info@maxxia.com.au (please ensure your email includes three points of identification i.e. Full Name, Employer, Mobile Number), we will initiate the closure of your account and you will receive a confirmation email.
If you’d like you can also lodge a request via Maxxia Online under ‘Contact’ and select ‘Stop Packaging’.
Check your contributions via the Maxxia app and Maxxia Online, if your reduced pay still covers the amount requested by Maxxia, there is nothing you have to change.
If it does not cover the full contribution amount you can reduce your Maxxia contribution by lodging a request via Maxxia Online, under ‘Contact’, select ‘Make a change to your package’.
You can make a change to your salary packaging benefits at Maxxia Online, and this includes your mortgage payments. You can cease your mortgage payment deductions for now, and reinstate when you return to paying your mortgage by contacting us. In the meantime, you may choose to salary package another benefit, such as the Maxxia Wallet Mastercard, which can be used for living expenses like utilities, groceries etc.
If you are experiencing hardship in maintaining your novated lease payments, please contact us as soon as possible so we can look at the available options.
Every circumstance is different, so we will need to assess your situation to know what options would best suit your individual needs.
The easiest way to contact us is to send an email to mycarassist@maxxia.com.au and put in the email subject line - Novated Lease COVID -19 payment support.
Please include your name, employer and briefly describe your situation. We will then contact you as soon as possible with the next steps.
A novated lease is an agreement between your employer, the financier and yourself. Now that you are no longer employed, that agreement must be ended. Please contact Maxxia and we will advise you of the next steps and ensure that we maximise the remaining balance in your account . We have been advised by our Financiers that they are working on providing customers in your situation a lease payment pause of up to 6 months. If you then get a new job in the future, and the employer allows you to novate your vehicle, you may be able to transfer the lease to the new employer.
Not necessarily, please send an email to mycarassist@maxxia.com.au with COVID-19 Financial support in the subject line. Please ensure your email includes three points of ID in the email body; for example, employer, full name and date of birth. A dedicated COVID support consultant will call you and go through your options.
Financiers will communicate with Maxxia the outcome of your application for a lease payment pause, but if you do get confirmation of this pause, please share with your dedicated support consultant.
You may still be eligible for a lease payment pause with your financier, please send an email to mycarassist@maxxia.com.au with COVID-19 Financial support in the subject line. Please ensure your email includes three points of ID in the email body; for example, employer, full name and date of birth. A dedicated COVID support consultant will call you and go through your options.
You may be eligible for a lease payment pause with your financier, please send an email to mycarassist@maxxia.com.au with COVID-19 Financial support in the subject line. Please ensure your email includes three points of ID in the email body; for example, employer, full name and date of birth. A dedicated COVID support consultant will call you and go through your options.
The Lease Protection Insurance policy offered by Maxxia provides cover subject to the terms of the policy, this includes if you have lost your job involuntarily as a result of the COVID-19 crisis. If you have a Lease Protection policy and you wish to enquire about or lodge a claim, please email Coverforce who manage the claims on vic_claims@coverforce.com.au or call 1800 986 445.
The Lease Protection Insurance policy offered by Maxxia provides cover subject to the terms of the policy. If you have been stood down, then your Lease Protection Insurance does not apply as you are still employed. You can however seek to have your lease payments paused. Please send an email to mycarassist@maxxia.com.au with COVID-19 Financial Support in the subject line. You will be provided with a support consultant who will work with you and provide you all options available to you.
No, policies can only be purchased at the commencement of the lease – you cannot purchase a policy mid-lease.
If you’re commencing a novated lease during the Stage 4 period, call us to discuss vehicle delivery options.
No – unless it’s an emergency or critical repair. Logbook and scheduled servicing are not permitted. Where emergency repairs are required, we encourage you to visit the nearest available service centre.
^Fully maintained leases only
*Cap Tracker is available to employees with the FBT exemption cap.
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Important Information: The information about the Maxxia Wallet is general information only. It does not take into account your particular/personal objectives, personal financial situation or personal financial circumstances. You should read the Product Disclosure Statement (PDS) for this product before making any decision on the Card (Maxxia Wallet). You can read the PDS here.
Maxxia Wallet is a Mastercard and is issued by EML Payment Solutions Limited ABN 30 131 436 432 AFSL 404131. Maxxia Pty Ltd (Maxxia) ABN 39 082 449 036 is an Authorised Representative of EML Payment Solutions Limited Australian Financial Services Authorised Representative number 000278683 and participates in the promotion and distribution of the Card. Mastercard and the Mastercard brand mark are registered trademarks, and the circles design is a trademark of Mastercard International Incorporated.
