Supporting Vulnerable Customers

We aim to identify and support our vulnerable customers, including those affected by financial hardship and family violence. As part of this, we have developed a Supporting Vulnerable Customers Policy, which has been designed to comply with the National Insurance Brokers Association (NIBA) Insurance Brokers Code of Practice.

We are committed to exercising greater care when dealing with vulnerable customers.  A person may be vulnerable due to a range of factors, including:

  • age;

  • disability;

  • mental or physical health conditions;

  • family or domestic violence;

  • language barriers;

  • cultural background;

  • Aboriginal or Torres Strait Islander status;

  • remote location; or

  • financial distress.

We invite you to share your circumstances with us, so that we may tailor our services to best suit your individual needs.

A number of useful resources have also been linked below.

Support Services and Resources

  • 24/7 Domestic / Family Violence & Sexual Assault Line

    Phone or Text: 1800 737 732 Website: 1800respect.org.au

  • 24/7 support to people experiencing anxiety and depression

    Phone: 1300 224 636 Website: beyondblue.org.au

  • 24/7 counselling and referral service for people in a crisis situation

    Phone: 13 11 14 Website: lifeline.org.au

  • 24/7 crisis support line for Aboriginal or Torres Strait Islander persons

    Phone: 13 92 76 Website: 13yarn.org.au

  • 24/7 support, information and referral service for men with family and relationship issues

    Phone: 1300 789 978 Website: mensline.org.au

  • An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs

    Website: naclc.org.au

  • Financial counselling is a free, confidential service to assist people in a financial difficulty

    Phone: 1800 007 007 Website: ndh.org.au

  • Support for people who do not speak English

    Phone: 131 450 Website: tisnational.gov.au