Family violence policy

We are committed to providing support to our clients affected by family violence. The objective is to assist any customers affected by family violence.

“Customer” means an individual insured, a third-party beneficiary, a potential customer, or an individual we are seeking to recover money from.

We believe in treating our customers with respect, empathy and in a non-judgmental manner and are committed to managing customers experiencing family violence with sensitivity and the utmost consideration to their security and individual financial circumstances. We aim to provide customers affected with entitlements to safe, supportive, timely and flexible assistance.

We are also committed to providing appropriate training to all our staff and business partners who:

• engage with customers
• are responsible for the development of products, processes, and systems

Our training considers the nature of consequences of family violence, how to identify the signs of family violence, how to engage effectively and appropriately with affected customers and how to apply this policy.

We review and update our training regularly and as required.

What is family violence?

Family violence is “violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family … or causes the family member to be fearful.” (from Family Law Act 1976 (CTH), section 4AB). 

Family violence includes physical violence, emotional abuse, financial or economic abuse and damage to property.

Specialist services

The following organisations can assist you with family violence issues:

Domestic violence advice and support

• 1800RESPECT: www.1800respect.org.au or at 1800 737 732 (24 hours)
  24 hour national sexual assault, family and domestic violence counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.
• NSW Domestic Violence Line: www.facs.nsw.gov.au or at 1800 656 463 (24 hours)
  The Domestic Violence Line is a NSW statewide telephone crisis counselling and referral service for women, including trans women.
• Lifeline: www.lifeline.org.au or at 13 11 14
  Lifeline is a national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.
• Relationships Australia: www.relationships.org.au or at 1300 364 277
  A leading provider of relationship support services for individuals, families and communities. It aims to support all people in Australia to achieve positive and respectful relationships.
• Men’s Line Australia: www.mensline.org.au or at 1300 789 978
  Supports men and boys who are dealing with family and relationship difficulties. 24 hour telephone and online support an information service for Australian men.
• ACON: www.acon.org.au or at (02) 9206 2000
  LGBTI health organisation offering information, referrals, counselling, advocacy and practical support for LGBTI people in NSW experiencing family and domestic violence.