We are committed to engaging vulnerable people, with sensitivity, dignity, respect and compassion.
To this end, we aim to provide a safe and supporting environment for our customers experiencing family violence:
- Knowledge is key to helping those affected. Providing training to enable early recognition and appropriate response to support a vulnerable person, including those who experience vicarious trauma after supporting affected individuals.
- Safety First. Developing and applying protocols and practices to ensure the protection of personal information – above and beyond existing Privacy and Security controls where necessary.
- Minimise the need to repeat disclosure. Implementing practices to ensure that we can minimise the number of times a person affected by family violence needs to disclose information to us or relevant stakeholders.
- Sensitive Claims and Collections handling. We will ensure that processes for claims and debtor management are appropriate and sensitive to the needs of affected customers.
- Assist with access to Financial Hardship provisions. We will ensure that affected individuals have access to Financial Hardship help.
- Make assistance easy to access. We will ensure that information about the assistance we provide is readily and easily available, including referral to relevant resources and specialist services.
We work closely with our Customers to ensure we provide the support needed in times of financial hardship. If you’d like to enquire about our financial hardship support, please contact us on 1300 304 802 or via [email protected].
For our Customers experiencing family violence, and in urgent financial need of the benefits of their policy, we endeavour to fast-track both our assessment of the claim and the process we follow to make a decision about the claim. To find out more, or request your claim be fast tracked, please contact our claims team on 1300 304 802.
In Australian law, family violence is defined as “violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful”. (Family Law Act 1975). It includes:
- Emotional abuse, psychological abuse, sexual abuse, financial or economic abuse; and
- Damage to property
If you or someone you know is experiencing domestic or family violence, call 1800RESPECT (1800 737732) or visit www.1800respect.org.au
For any further queries relating to our Family Violence Policy, please contact us.
For confidential information, counselling and support services, you can contact a variety of services including: