FAQs – Frequently Asked Questions

What’s the point of questions without answers? We’re here to make your life easier. What’s written below puts you in the know...

About The Services We Provide

YourCover secures insurances for the Roobyx platform and these are sourced using Australian Prudential Regulatory Authority approved companies.

ROOBYX is a trading name of YourCover Pty Ltd who hold an Australian Financial Services License which allows them to operate as an Insurance Underwriting Agency. YourCover is regulated by the Australian Securities and Investment Commission (ASIC) and is an Authorised Coverholder at Lloyd's.

Lloyd’s is the world’s specialist insurance and reinsurance market, bringing together an outstanding concentration of underwriting expertise and talent. It is often the first to insure emerging, unusual and complex risks. Around 80 syndicates underwrite insurance at Lloyd’s, covering all classes of business. Together they interact with thousands of brokers daily to create insurance solutions for businesses in over 200 countries and territories around the world. Lloyd’s insures the majority of FTSE 100 and Dow Jones industrial average companies.

Lloyd’s enjoys strong financial security supported by excellent ratings. Visit www.lloyds.com for more information.

Roobyx uses many Providers so that we can provide a comprehensive range of products and services.

All financial services provided by Roobyx will be suitability licensed and authorised to provide the product or service offered.

As everyone's circumstances are different. We cannot answer that question nor can we give you specific or personal advice. We can give you information about the products and services we provide that covers the scope, terms and conditions.

Insurance products we provide are generally accompanied with a Product Disclosure Statement and Policy Wordings however some products will only have a Policy Wording.

Depending on the other financial products we provide, they will also have a Product Disclosure Statement. Where no Product Disclosure Statement is required, the terms and conditions of how the products offered will be outlined within the FAQ’s.

Your data is provided to us by Yodlee, a global leader in banking technology and which has over 70 million users worldwide. Many of the world’s leading financial institutions use Yodlee technology to deliver online services to you because of their exceptional credentials in bank-level security. Yodlee delivers us your transactional data omitting any account or credit card numbers so we can only view your data. You can be sure your banking logins are protected to the highest standards possible and only ever stored with Yodlee.

We require these details just once so a secure connection can be established with your financial institution. These details allow us to receive your transaction history so we can calculate your weekly earnings based on the tasks you completed, including the platforms you are registered with.

One of the most important things to remember is ROOBYX cannot transact on any of your accounts or move your money through the ROOBYX system or through the products and services we offer you. We’ve partnered with Yodlee to make sure you can connect your nominated accounts with us in the most secure way. It’s all high-level security and encryption.

A Product Disclosure Statement (PDS) is a brief overview or summary of the important parts of the product provided to you. Please make sure that you read the PDS which may include a policy wording or other specific documentation pertaining to the product or service you purchased.

Roobyx and our providers will do everything possible to provide a quality service to you.

If you have any concerns or complaints our staff are always available to listen to you and help where they can. If, after talking to a staff member, you wish to take the matter further our providers have in place a Complaints and Disputes Resolutions Procedure which undertakes to provide an answer to you within fifteen (15) working days. You should refer to the relevant Product Disclosure Statement for contact details.

In the case of insurance products provided by Lloyd’s, we can refer your complaint to the Lloyd’s General Representative in Australia for consideration under their disputes resolution process. You can also contact them – see contact details in the relevant Product Disclosure Statement.

If you are then not happy with any decision, you may take your complaint to the Financial Ombudsman Service Limited (FOS), an independent and external disputes resolutions body subject to eligibility. Access to the FOS process is free of charges to you. You can contact them – see contact details in the relevant Products Disclosure Statement.

At ROOBYX we think we offer a fresh approach by making sure you are protected from the financial impact of the things that can go wrong. We are not accountants and everyone's circumstances are different so we suggest you call a reputable accountant to answer this question for you.

Yes, we will be pleased to help - just call 1800 766 299 during business hours. If you think of a question outside business hours email us on [email protected]. We will call you back the next working day.

About Our Products

At ROOBYX, we realise no two weeks of earnings are going to be the same for gig workers and think it is only fair to have the premium linked to your weekly earnings. 'Pay-as-you-go' means because you have granted us access to track your earnings, we calculate your premium based on your previous week’s earnings and deduct that amount from your nominated Credit Card. Your premium will be lower if you have lean week or more if you have had a great week.

ROOBYX is only geared at this stage to accept 'pay-as-you-go' weekly premiums.

Your premium is calculated weekly based on your earnings in the prior week. There is a small administration fee added to cover the bank charges and basic administration.

No there isn't - the joy of the ROOBYX pay-as-you-go cover is you can leave whenever you want - but please don't, we will miss you!

One of the great things about the protection we offer is that it is a pay-as-you-go insurance. So, the week you tell us you have stopped working your insurance.

It certainly is, the moment you select your cover and the first premium is deducted from your credit or debit card you will get an email from us stating your cover is in place.

Yes, just notify us which platforms you operate and we will track and cover those earnings for you.

Yes, provided you are legally able to work in Australia then you can purchase this insurance and we look forward to welcoming you on board.

Provided you are legally able to work in Australia then you can purchase this insurance.

At this stage Roobyx are only operating in Australia but plan to launch in other countries very soon. If you email your details to [email protected] we will let you know when we are coming to your country.

Yes, we certainly will. The insurance is in place for one year from the date you took out the policy and we will contact you before the year ends. This means we can only change the premium rate which we apply to your weekly earnings at renewal time. However, you can cancel the policy whenever you like - but we hope you won't!

It will not affect your claim, but we really suggest you contact your accountant or platform to sort it out because you have to be registered for GST to work under some platforms.

Please call us on 1800 766 299 or email us at [email protected] and one of our friendly team will take the necessary details to make the changes to your protection. We will then confirm changes by email and advise when the requested changes will take effect.

Sure. To make any changes to your policy please call us on 1800 766 299 or email us at [email protected] and one of our friendly team will take the necessary details to make the changes to your protection. We will then confirm those changes by email and advise when the requested changes will take effect.

You can keep the insurance going but there will be a small weekly administration charge applied to your nominated payment card. Alternatively, you can cancel the insurance and reapply when you start working again. If you don't tell us and do not work for 4 consecutive weeks we will contact you to find out what you want to do with your cover.

About The Personal Accident Product

Here are the basic steps to consider:

  1. Decide if you want to be covered only while working or if you wish to add other earnings and be covered 24 hours a day?
  2. How much you want or need to be paid if you die (your Accidental Death Benefit) or become permanently disabled (your Accidental Permanent Disability Benefit).
  3. Decide how much per week do you need to be paid (your Weekly Injury Benefit) and for how long (your Benefit Period); and
  4. How long can you afford to go without your income (your Waiting Period) before benefits are paid.

The primary factors we consider in arriving at your premium rate are your weekly earnings, your age, your occupation, whether you require While You Work Cover or 24/7 Cover, the benefit structure you chose and where you live (as this affects the Stamp Duty payable).

Premiums are debited weekly to your nominated account. The premium rate is applied to your declared earnings during the prior week.

You can either automate the process by linking your bank account and authorising us to obtain the data or notify us weekly of your earnings.

Yes, some coverage items do have a waiting period. This means that in the event of a claim, we will wait for those number of days specified in the waiting period to pass before we will start to pay your claim. Please check your policy to see what specific waiting period relates to your cover.

Not a problem. ROOBYX insurance policy will ensure income keeps coming even after an accident. Just remember to decide if you need While You Work Cover or 24/7 Cover and link your earnings from another job/s.

Yes it can. You can choose to cover your other income sources and be covered 24/7. However, some occupations and activities cannot be covered. Benefits will payable under the policy will be reduced by any other income, insurance or worker’s compensation you may be entitled to receive.

No, Health insurance covers your medical bills, so this cover differs from health insurance. Income Protection Insurance covers your lost earnings if you are injured and unable to continue working not your medical bills.

While You Work Cover has been specifically designed to protect drivers whilst you are online. This means that you are covered whilst you are logged into the app and awaiting a ride, driving to a ride, during a ride, between rides and until you log out of the app. If you prefer to be covered beyond this 24/7 Cover is available, which protects drivers 24 hours a day, 7 days a week, 365 days a year.

Yes, if you decide in the first 14 days that you do not want the cover we will give you back everything you have paid - provided of course that you have not made a claim.

About Personal Accident Claims

Go to our website and click on the ‘Claim’ button to register your claim. If you are unsure or concerned please call us on 1800 766 299 or email us at [email protected] and we will walk you through the quick and easy process.

If you have linked your bank account and/or invoicing software to the Roobyx platform, we can confirm your earnings based on the previous 10 weeks immediately before the date of injury, and verified by the credit amounts received into your account or invoices paid to you. If you had been working less than 10 weeks, we will average your earnings over the number of weeks you have been working.

If you have not linked your bank accounts or invoicing software to the Roobyx platform your claim will be assessed over the earnings you received over a twelve months period immediately prior to the claim and verified by your tax return or employer issued payslips.

Once we know your average earnings we apply the percentage of earnings you chose when applying for this cover. This amount will start to be paid to you after your chosen waiting period and paid until you are able to return to work or until your chosen maximum benefit period runs out, whichever first occurs.

If you are unfortunate enough to have a claim, we will pay your selected Accidental Death or Accidental Permanent Disablement benefit. This benefit is not linked to your earnings.

All the information required by us is included on our claim form. In certain circumstances, some additional information may be required, which will be notified to you during the claims process. You will also be asked to have a form completed by your doctor setting out details of your condition and how long they anticipate it will last. If necessary we will contact you to confirm both your earnings and your account details at the time of the incident.

Once you have lodged the claim form and doctors certificate, our claims managers will either accept your claim immediately or contact you about further information needed. Weekly benefit payments are made fortnightly in arrears - that means the earliest you can possibly receive a benefit will be 14 days plus your waiting period days after you become unable to work.

About The Public Liability Product

Your Interim policy will run for 7 days to give you time to provide bank details so we can view your bank statements and identify your earnings. If you have not linked your policy in this time the Interim Policy will lapse. For peace of mind, its best to link your bank account at the point of purchase.

If we can no longer track your earnings you will be notified and given 10 business days to rectify the tracking or your policy will unfortunately be cancelled.

The policy covers you for incidents that occur when you have been allocated or accepted a job from a recognised approved digital platform and for activates directly related to this short term engagement.

You are not covered when undertaking or completing any other form of work or activities. You are also not covered when completing activities not associated with a recognised approved platform.

The policy covers you for incidents that occur when you are operating as a Rideshare Driver on a recognised Rideshare platform and for activities directly related to those activities.

You are not covered when undertaking any other form of work or activities. You are also not covered when operating as a private chauffer, taxi, independent rideshare operator or activities not associated with a recognised Rideshare platform.

Cover has been specifically designed to protect drivers whilst you are online with a Rideshare platform. This means that you are covered whilst you are logged into the app and awaiting a ride, driving to a ride, during a ride, between rides and until you log out of the app.

Yes. This insurance provides cover for added protection for property damage or injury possibly not covered by those policies.

The primary factors we consider in arriving at your premium rate are your weekly earnings, your occupation, the platform you use and where you live (as this affects the Stamp Duty payable).

Premiums are debited to your nominated account based on the weekly premium cycle. The premium rate is applied to your earnings during the prior week.

You must automate the process by linking your bank account and authorising us to obtain the necessary earnings data.

It certainly is, the moment you select your cover and the first premium is deducted from your credit or debit card you will get an email from us stating your cover is in place.

Yes, the standard excess is $250 per claim.

There are limited things that can be changed on the Liability policy but please call us on 1800 766 299 or email us at [email protected] and one of our friendly team will take the necessary details to make the changes to your policy. We will then confirm those changes by email and advise when the requested changes will take effect.

About Public Liability Claims

Go to our website and click on the ‘Claim’ button to register your claim. If you are unsure or concerned please call us on 1800 766 299 or email us at [email protected] and we will walk you through the quick and easy process.

Once you have lodged the claim form the insurers claims manager will either accept your claim immediately or contact you about further information needed. Some Liability claims can be complex and may involve legal services and can take time to finalize.