We are committed to taking extra care with customers who experience vulnerability.

Assistance for people experiencing vulnerability

We are committed to taking extra care with customers who experience vulnerability.

Vulnerability may be due to a range of factors and we recognise that your needs can change over time and in response to particular situations.

We encourage you to tell us about your vulnerability so that we can work with you to arrange support. ✆ 1300 650 540.

Financial Hardship Support


We understand that sometimes things happen making it difficult for people to keep up to date with paying bills.

Financial hardship can arise out of unexpected events or circumstances, such as:

  • Injury or illness
  • Unemployment
  • Natural disasters
  • Family violence and financial abuse.

We encourage people experiencing financial hardship to contact us to discuss how we can help you to manage your insurance policies with us. ✆ 1300 650 540.

The National Debt Helpline is also available for free advice ✆ 1800 007 007 or

Family Violence Policy


We are committed to providing timely, consistent and targeted help to people experiencing domestic and family violence.  We will deliver services and communicate with you in a way that does not expose you to additional risk.

Domestic and family violence can happen to anyone and can include:

  • Physical violence
  • Sexual assault
  • Verbal abuse
  • Psychological abuse
  • Controlling behaviour including financial abuse
  • Stalking

We can help you by:

  • Maintaining your privacy by keeping your contact information on our systems secure and confidential
  • Discussing safe ways to communicate with you, including whether it is safe to send text messages or leave voice mail messages
  • Minimising the number of times you need to disclose your situation
  • Handling your claims with the utmost care, ensuring anyone who contacts you about your claim is appropriately trained and aware you may be in danger
  • Sending information separately if you are a joint policy holder, or helping you to take out your own policy
  • Providing financial hardship assistance
  • Referring you to specialist services such as 1800RESPECT – ✆ 1800 737 732 or

Please contact us to discuss your needs 1300 650 540.

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