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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 have specially trained employees available to work with you to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.

You can find out about the support we can offer you 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, payment options for your claims excess.If you’re experiencing family or domestic violence, we are here to support you with compassion, respect, flexibility and care.



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.

Just ask our consultant for an interpreter in your preferred language when you call us on 1300 368 344, and they will arrange this for you where possible.

If you prefer, you can contact this interpreter service directly:

Translating and Interpreting Service (TIS National) 
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 see diversity as one of our core strengths and have designed our products in accordance with anti-discrimination laws relating to mental illness.




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


View Accessibility Policy