Providing Support for Our Customers
At Insurance Advisernet we recognise that customer vulnerability is a serious issue that it affects diverse sectors of our community. Our policy outlines the support available to all customers who may be experiencing vulnerability. In the case of our customers experiencing vulnerability, the nature of their circumstances mean they are particularly at risk of harm or loss. Vulnerability can be temporary or permanent and people experience vulnerability differently.
What is a Vulnerable Customer?
A vulnerable customer is defined as "someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care."
A person’s vulnerability may be due to a range of factors such as :
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If you tell us, or we identify, that you need additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. Always call 000 if you or your family members are in immediate danger.
Our Commitment To You
- We recognise violence is unacceptable in any relationship and customers experiencing family violence will be treated with dignity and respect; The support we provide customers experiencing family violence or other vulnerabilities is of the highest priority;
- Customers who indicate or disclose family violence are able to access support from us that is appropriate to their circumstances;
- Disclosures made to any relevant third parties will be made with great care, keeping in mind the sensitivity and confidentiality of the customer’s situation; and
- We may need to be flexible and vary our approach to our customers based on individual circumstances, including providing more personalised support to help customers navigate through our processes.
Our Process
If you tell us, or we identify, that due to a vulnerability you need additional support or assistance, we will work with you and try 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.
Dealing with Vulnerable Customers
We will take additional care when dealing with customers who are identified as being vulnerable and provide additional support and assistance in connection with the provision of our services. If you self-identify as being affected, you will be treated in accordance with this policy without further evidence being required.
We will treat all information as sensitive and will take measures to ensure the information is kept confidential.
Safe Communication
Any engagement that we have with impacted customers will be dealt with in a confidential manner. We ensure that we record these communication methods, including details of any third party engagement, such as a financial counsellor, lawyer, community services or social work, legal aid officer or family violence specialist.
We ensure that we minimise the information that a customer is required to provide and the number of times they are required to disclose the same information, noting that they may not have access to their personal information, records and documents.
Where possible, we provide consistency by way of ensuring one point of contact or a single pathway to a specialist.
Joint Policy Holders
As a customer, if you hold a joint policy – i.e. someone else is named on your policy as well as you, we will consider the potential risks to your personal safety when communicating with you, and ensure that our communication is in line with our privacy policy.
How to Notify Us
We encourage customers experiencing vulnerability to notify your Adviser.
If you tell us that you are affected by vulnerability, we will also determine whether you are also experiencing financial hardship, and will refer you to the appropriate personnel to speak to.
If you are dissatisfied with the management of your situation, you can lodge a complaint. Information about our complaint management process can be found on our Compliments and Complaints page on our website, or by contacting us at feedback@iaa.net.au or calling 1300 366 085.
- Age
- Disability
- Mental Health Conditions
- Physical Health Conditions
- Family and Domestic Violence
- Language Barriers
- Literacy Barriers
- Cultural Background
- Aboriginal or Torres Strait Islander Status
- Remote Location
- Financial Distress
Family and domestic violence can include, but is not limited to :
- Physical Violence
- Emotional or Verbal Abuse
- Sexual Assault
- Psychological Abuse or Controlling Behaviour
- Coercive Control
- Stalking
- Financial Abuse
- Abuse of Older Australians
We acknowledge that if you have previously experienced vulnerability, such as family violence or are currently experiencing family violence that this may make your ability to communicate with us more challenging, and/or make payments to us more difficult. We also acknowledge that we have a responsibility to ensure that we have in place measures to support you in these times of need.
We are committed to taking extra care with customers who experience vulnerability and 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.