Vulnerable customers policy

For Retail Insurance products, We are committed to taking extra care with customers who experience vulnerability.

We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.

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

We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.

A person’s vulnerability may be due to a range of factors such as:

1. age;
2. disability;
3.  mental health conditions;
4. physical health conditions;
5. family violence;
6. language barriers;
7.  literacy barriers;
8. cultural background;
9. Aboriginal or Torres Strait Islander status;
10. remote location; or
11. financial distress.

If you tell us, or we identify, that due to a vulnerability you need additional support or assistance we will work with you to find the best outcome to support your needs. Our staff undergo relevant training to ensure your needs are addressed with sensitivity, dignity and respect.

We will always put your best interests first in dealing with insurers and service providers.