This guide helps with
- Understand that health comes before any payment
- Know that medical hardship is a recognised, supported situation
- Learn how to ask Merion for flexibility while you recover
- Understand the options available during illness
- Find free, confidential help when you need it
5 min read
You're not alone
Illness — your own or a loved one's — can affect everything, including your income and your capacity to deal with paperwork. If a medical situation has made paying difficult, please put your health first. Medical hardship is a recognised reason for support, and we will always handle it with care and in confidence.
You do not need to push through this alone, and you do not need to manage the account while you are unwell. A short message is enough to let us adjust things.
What you can do
While you focus on getting better, there are several ways to ease the pressure.
- Ask to pause payments while you recover.
- Ask to lower payments to a small, manageable amount.
- Ask for more time before payments need to restart.
- Let us know if someone is helping you manage your affairs.
Step by step
- Have your account or reference number ready, or ask someone you trust to help.
- Decide whether a pause, a lower payment, or more time suits you best.
- Contact us through the contact form or reply to your letter, and let us know you are dealing with illness or a medical issue.
- Tell us what you need while you recover.
- Keep a copy of the arrangement and any restart date.
Free support available
A free financial counsellor can take the money side off your plate and speak with us on your behalf while you focus on your health. Call the National Debt Helpline on 1800 007 007 — free, confidential and independent. If things feel overwhelming, Lifeline on 13 11 14 and Beyond Blue on 1300 22 4636 are there any time.
Good to know
- Your health comes first — medical hardship is a recognised reason for support.
- You can ask for a pause, lower payments, or more time while you recover.
- Someone you trust can help manage the account on your behalf.
- Free, confidential help is available on 1800 007 007.
FAQ
Can someone else deal with my account while I'm unwell?
Yes. Let us know who is helping you and we can work with them. A financial counsellor on 1800 007 007 can also take this on for you.
Will I need to share medical details?
Only a brief note about your situation is usually needed — you do not have to share private medical information you are not comfortable with. We treat everything in confidence.
What if my illness is long-term?
We can look at a longer pause or a very small ongoing payment, whatever fits. Tell us what you need and we will work with you.
Still stuck? Our team is happy to help you sort it out.