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.
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.
You can find out about the support we can offer and additional services available through our Family Violence Policy.
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
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.
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.
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.
Voice Relay number
1300 555 727
SMS relay number
0423 677 767