Domestic and Family Violence

Domestic and family violence (DFV) is a pattern of abusive behaviours used by one person to gain or maintain power and control over another in a relationship. This form of abuse can take place in any intimate relationship, such as:

• Romantic partnerships
• Child, parent and elder relationships
• Caregiving relationships

It can include, but is not limited to:

• Financial abuse
• Physical or sexual abuse
• Emotional or psychological abuse
• Threatening or coercive control

Specific examples of how these forms of abuse might happen through the manipulation of insurance products include:

• Withholding information, including documents or withholding information from the insurer as part of a joint policy
• Reducing coverage or cancelling a policy without consultation

We understand that domestic and family violence can range from an isolated event to an ongoing, long-term experience.

We recognise that everyone’s situation and needs are unique; and we’re committed to providing tailored support when our customers need it most.

Financial abuse is a form of domestic and family violence, where a family member, intimate partner, or caregiver controls, misuses, or takes away another person’s money or financial resources. This tactic is commonly used to gain or maintain power and control within an intimate relationship, making the person dependent on someone else and unable to support themselves.

The forms of financial abuse may be subtle or more obvious, and may include:

• Preventing someone from working or earning money
• Taking their wages or benefits
• Running up debts in their name
• Forcing them to hand over control of their bank accounts or assets
• Damaging their credit rating

We are committed to providing practical support tailored to your unique situation. This can include:

• Assistance in separating a joint policy
• Additional measures to safeguard privacy
• Contact details for relevant support organisations
• A fast-tracked claim or financial hardship application
• Immediate support to assist with a claim

Disclosing family violence will not affect our customers’ eligibility to maintain a policy or make a valid claim (terms and conditions still apply). Knowing about your situation allows us to better support you through your journey.

Your privacy and safety are paramount. Our employees are trained to handle what you tell us with sensitivity and confidentiality.

We have measures in place to safeguard your personal information and can discuss specific ways to communicate with you safely, such as using alternate contact methods or specified times.

We can assist you with separating a joint policy to ensure your safety and financial independence. Please contact us to discuss your options, and we will work with you to manage this process sensitively and securely. If you are unsure if you have a joint policy you can speak to one of our consultants.

You can tell us only what you feel comfortable sharing. We may ask questions to determine the best way we can offer support but you can choose how you answer them.

You can contact us to discuss any concerns you have about your policy or payments. Our team can provide general assistance, and if you later feel ready to share more, we are here to listen and offer further tailored support.