Legal
Customers Experiencing Vulnerability
Insurance Service Holdings Pty Ltd and its subsidiaries are committed to identifying and appropriately supporting customers who may be experiencing vulnerability. We recognise that vulnerability can be temporary, episodic, or permanent, and can affect anyone at any point in their life.
What is vulnerability?
A customer may be experiencing vulnerability due to a range of circumstances, including but not limited to:
- Age — including very young or elderly customers
- Physical or mental health conditions, including cognitive impairment
- Experiencing or recovering from family or domestic violence
- Financial hardship or crisis
- English as a second language or low literacy
- Bereavement or significant life change
- Natural disaster or emergency
- Substance dependency
Our commitment
We will treat all customers with dignity and respect, regardless of their circumstances. Our staff are trained to identify indicators of vulnerability and respond with care and flexibility. We will not make assumptions about a customer's capacity based solely on their circumstances.
How we support vulnerable customers
Where we identify or are informed that a customer may be experiencing vulnerability, we will:
- Adjust our communication approach to suit the customer's needs
- Allow additional time for the customer to make decisions
- Accept a support person, family member, or carer to act on behalf of the customer where appropriate
- Provide information in a format that is accessible and understandable
- Avoid placing unnecessary pressure on customers to make quick decisions
- Refer the customer to appropriate support services where relevant
Telling us about your circumstances
You do not need to disclose personal details about your situation unless you want to. However, the more we understand your circumstances, the better we can tailor our support. Any information you share will be handled confidentially in accordance with our Privacy Policy.
Contact us
If you would like to discuss your circumstances or request support, please contact us:
- Email: hello@insuranceservice.holdings
- Phone: +61 2 6190 0752
Support services
- Lifeline: 13 11 14 (24/7 crisis support)
- Beyond Blue: 1300 22 4636
- National Debt Helpline: 1800 007 007
- 1800RESPECT: 1800 737 732