Vulnerable Clients & Financial Hardship

Andrews Insurance Services is committed to treating all clients with dignity, respect and compassion. Our approach covers vulnerable clients, including those affected by financial hardship and family violence.

Supporting Clients Experiencing Vulnerability or Financial Hardship

At Andrews Insurance Services Pty Ltd, we understand that personal circumstances can sometimes make dealing with insurance more difficult.

We are committed to treating all clients with sensitivity, dignity, respect and compassion. If you are experiencing vulnerability, financial hardship or family and domestic violence, please tell us so that we can consider how best to support you.

You do not need to provide more personal information than is reasonably necessary for us to understand how we can assist you.

How We Can Support You

A person may experience vulnerability for many reasons, including:

age;
disability;
physical or mental health conditions;
family or domestic violence;
financial distress;
language or literacy barriers;
cultural background;
Aboriginal or Torres Strait Islander status;
living in a remote location; or
difficult personal or family circumstances.

Vulnerability may be temporary, ongoing or change over time. We will listen to your circumstances and, wherever reasonably possible, adapt the way we communicate and provide our services.

Support may include:

communicating with you through your preferred safe method;
arranging a suitable time to contact you;
giving you additional time to provide information;
explaining insurance information in clear and straightforward language;
helping you understand our processes and the options available to you;
arranging an interpreter or other communication assistance;
allowing a support person or authorised representative to assist you;
referring you to appropriate specialist support services; and
discussing available options if you are experiencing financial hardship.

Please let us know what assistance would be most helpful to you.

Family and Domestic Violence Support

Family and domestic violence is not limited to physical violence. It can include threatening, controlling or coercive behaviour, emotional or psychological abuse, sexual abuse, financial or economic abuse, technology-facilitated abuse and damage to property. We recognise that family and domestic violence can affect a person’s safety, privacy and ability to manage their insurance.

If you tell us that you are experiencing family or domestic violence, we will treat the information sensitively and take reasonable steps to protect your privacy and safety.

Where appropriate, we can:

discuss how and when it is safe to contact you;
record your preferred communication method;
avoid leaving messages where it may be unsafe to do so;
work with an authorised support person or representative;
help you establish separate insurance arrangements where available and appropriate;
limit the need for you to repeat sensitive information; and
provide details of specialist support services.

Please tell us if it is not safe for us to contact you by telephone, email, text message or post.

If you are in immediate danger or require urgent assistance, call 000.

Specialist assistance is available from 1800RESPECT 24 hours a day, seven days a week:

Telephone: 1800 737 732

Text: 0458 737 732

Online: www.1800respect.org.au

If you are concerned that someone may be monitoring your device, telephone account, email or browsing history, consider using a safer device before contacting us or a support service.

Financial Hardship

Financial hardship occurs when a person has difficulty meeting their financial obligations.

If you are experiencing financial hardship, please contact us as early as possible. We will listen to your circumstances, explain the options that may be available and, where appropriate, assist you in communicating with the relevant insurer or service provider.

Depending on your circumstances and the arrangements available, we may be able to assist by:

explaining your insurance premium and payment obligations;
discussing available payment options;
contacting your insurer or premium funder on your behalf;
reviewing whether changes to your insurance arrangements may be appropriate;
giving you additional time to provide information; or
referring you to a free financial counselling service.

Any alteration to your insurance cover may affect the protection provided by your policy. We will explain the potential insurance consequences before you decide whether to make a change.

Financial-hardship support under the Insurance Brokers Code of Practice does not require Andrews Insurance Services Pty Ltd to pay, waive or fund an insurance premium. Available options may also depend on the terms and approval of your insurer or premium funder.

For free and confidential financial counselling, contact the National Debt Helpline:

Telephone: 1800 007 007

Online: www.ndh.org.au

Support People and Representatives

You may ask a trusted person to support you when dealing with us. This could include a family member, friend, lawyer, financial counsellor, social worker, interpreter or community representative.

To protect your privacy, we may need to confirm your identity and obtain your authority before discussing your insurance or personal information with another person.

If you need an interpreter, accessibility assistance or another communication adjustment, please let us know. We will make reasonable efforts to accommodate your needs.

Interpreter and Translation Services

Translating and Interpreting Service (TIS National)

If English is not your preferred language, TIS National can connect you with a professional interpreter, free of charge, so that we can assist you in the language you are most comfortable using. Call 131 450, or visit tisnational.gov.au

Contact Us

To discuss vulnerability, family or domestic violence, or financial hardship, please contact your usual Andrews Insurance Services Pty Ltd representative or our nominated contact:

Martin Dalrymple
Andrews Insurance Services Pty Ltd

Telephone: (02) 9680 1700 or 0419 294 705
Email: martin@andrewsinsurance.com.au

Please tell us:

how you would prefer us to contact you;

whether it is safe to leave a message;

any times when we should or should not contact you; and

what assistance or communication adjustments you require.

We will handle the information you provide in accordance with our privacy obligations.