Customers in need of extra help and support
What is vulnerability?
Vulnerability can come in many forms and include a variety of factors, such as:
- health conditions
- disability
- family and domestic violence
- language or literacy barriers
- cultural backgrounds, and
- other relevant circumstances including financial hardship.
We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times.
When can I ask for help?
Our employees are trained and equipped to support customers experiencing vulnerability. We’ll always do our best to prioritise customers who need our help and support.
Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need. We’ll ask to record your information so we can arrange support. If we can see that you have other policies with us, your information will be shared across other general insurance brands in the Suncorp Group.
Protecting your privacy
The protection of your information and privacy is important to us. We’ll use your information to find the right solution for you, which may involve sharing it with various parties:
- Our employees and service suppliers, who may need to know your circumstances in order to help, eg, if they need to visit you, they may need to know if you’re living with a disability
- A partner providing interpretive services, if, say, English is your second language or you’re hearing impaired
- Financial counselling services
- Specialist service providers. This may be applicable if, for example, you’re experiencing domestic or family violence.
Please visit our privacy page for more information on how we collect, store and use your information.
How we can support you
We’ll take the time to understand your situation and work with you to find the right support. This may include adjusting how we communicate with you, giving you more time, or helping you access additional services if needed. Helpful tools and services include:
Talking to us
Asking for help isn’t always easy but letting us know can make things simpler. We’ll treat your information with care and respect and support you in a way that suits your needs.
Access to other information and support
Access extra support and services from external organisations, such as:
- 1800 RESPECT for domestic and family violence
- Beyond Blue for mental health support
- Lifeline for crisis support
- Wesley Lifeforce service finder to connect to a range of local services, and
- Ask Izzy to help connect with free counselling support.