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Supporting Vulnerable Customers

Prioritising and ensuring the safety of our customers is deep-rooted in our D.N.A.  We will always strive to support customers in difficult times with sensitivity, flexibility, empathy and care.


Domestic Violence

We understand it takes courage to openly speak about your situation.

We are committed to ensuring the safety of our customers by training our employees and providing appropriate tools so they can better identify and support those affected by family violence.

If you are experiencing family violence you can:

Call 000 if you feel you are in immediate danger.

Access 24/7 counselling and support from 1800RESPECT by calling 1800 737 732 or visiting their website at

You can find out about the support we can offer and additional services available through our Family Violence Policy.

View Domestic Violence Policy


Financial Hardship

Financial hardship means situations where you may have difficulty in meeting your financial obligations.

We have trained our employees to identify if you are experiencing financial hardship and decide how we may be able to provide support to you.

We may support you in a number of ways including fast-tracking of claims if you have an urgent financial need or providing payment options for your claims excess.  At our discretion, we may consider your request where you ask us to release, discharge, or waive a debt or obligation.

If you are experiencing difficulty meeting your financial obligations, please let us know by contacting us so that we discuss your situation



Interpreter Services

If you would like to discuss your insurance needs in a language other than English, you will need to use an interpreter service.

You're welcome to have someone you trust interpret for you, just confirm with us that they will be liaising with us on your behalf.  If you don’t have anyone around who can interpret for you, we can refer you to interpreter and translation services.

You can contact this interpreter service directly:
Translating and Interpreting Service (TIS National) or calling
1300 041 474


Mental Health

We believe that mental illness needs more candour and less stigma. We treat our customers and employees with past or current mental health conditions fairly.  We have designed our products in accordance with anti-discrimination laws relating to mental illness.

The following organisations can assist you if you're requiring specialist services relating to Mental Health and Stress.

Lifeline has a national number that can help put you in contact with a crisis service in your State. Anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14.

Beyond Blue provides 24/7 information and support for anxiety, depression and suicide prevention for everyone in Australia.  You can call Beyond Blue on 1300 22 4636



We understand that customers may require access to our services in different ways. We are committed to providing an inclusive environment where customers can easily interact with us. 

If you are deaf and/or find it hard to hear or speak with people who use a phone, the National Relay Service (NRS) can help you in several ways.

You can make an NRS Chat call or make an NRS captions call

Voice Relay number
1300 555 727

TTY number
133 677

SMS relay number
0423 677 767

View Accessibility Policy