If you are affected by family and domestic violence, please know we’re committed to supporting you and treating you with empathy, compassion, and respect. We’ll seek to assist you by providing practical support if your situation makes it harder for you to access our products and services.
As we may not be able to identify if you’re experiencing vulnerability, when it is safe to do so, we ask that you contact us. We can provide you with additional support and services.
Our commitment to you
If we identify (or you tell us) that you’re affected by family and domestic violence, we may offer the following assistance:
| Communication | Finding safe and alternative ways to communicate. We’ll record our interactions with you in your preferred method at a mutually suitable time and date. |
| Collecting information | Minimise the information we require from you and the number of times you’re required to disclose the same information, where it is reasonably possible. We’ll take into account that you may not have access to your personal information, records and documents. We’ll take reasonable steps and consider alternative ways to validate your information to establish your identification*. |
| Extra support | Engage your nominated extra support person through our communications if you advise us of their details. This may be your financial counsellor, lawyer, community services or social worker, legal aid officer, family violence specialist or any other services. |
| Financial hardship | If you‘re also experiencing financial hardship, we’ll discuss alternative ways to help you temporarily manage your insurance arrangement. |
| Privacy | We’ll treat all information related to your situation as sensitive and take measures to ensure its kept confidential. This is to protect your right to privacy in accordance with our privacy policy. We’ll respect your choice not to provide evidence of an intervention order to access our assistance through this policy. |
| Referral | If you require additional assistance, we can refer you to an external family violence and financial hardship services, as appropriate. |
* under Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007 (No.1) 2007
Our commitment to help our people help you
Our people are key to our interactions with you. We ensure our staff, who are likely to interact with you, have role-appropriate training and reference documents.
If you are dissatisfied with our management of your situation, you can lodge a complaint.
You can access information about the complaint management process here.