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Domestic and Family Violence Policy

If you’re in an emergency or unsafe, please call the police on 000.

The safety of our customers and their family members affected by family violence comes first.
For support, please call 1800 RESPECT available 24/7 for counselling and support services.


What is domestic and family violence?

Domestic and family violence can happen to anyone. It generally involves violent, threatening or abusive behaviour enacted by a former or current family member, with the intention of coercion or control, causing fear or harm.

Domestic and family violence can include, but isn’t limited to:

The cycle of family and domestic violence is complex. Survivors may struggle with acute issues at a point of crisis, or ongoing issues in the longer term.

We recognise that everyone’s situation and needs are different. We’re committed to supporting our customers and employees when they experience domestic and family violence.


The purpose of this policy

This policy outlines our processes to help minimise the risk of harm in our interactions with you if you are experiencing family or domestic violence. It ensures our staff can help provide timely, consistent and targeted assistance.


What we can do to help

If you tell us, or we recognise that you are affected by domestic or family violence, we are here to help.

We will ensure employees, agents, partners, distributors and suppliers are appropriately trained so that we can:


We’re committed to respecting your privacy

Privacy can be critical to your safety in any domestic and family violence situation.

Depending on your personal circumstances, we can:

Precautions we take when communicating may include:


If you’re a joint policy holder

If you hold a joint policy – ie, someone else is named on your policy as well as you – we will:


How we handle claims

We endeavour to handle insurance claims with sensitivity, flexibility and care. If you make a claim and we’re informed that you’re affected by domestic and family violence, we train our employees to:


Looking after our employees

While providing services to customers is our priority, we also recognise that our own employees can be affected by domestic and family violence. Some measures we take to protect our people include:

We also protect the details of our employees and/or our representatives and provide further training if our employees:


Access to other information and support

For a list of organisations that can help you access support and services, please visit our resources page, which includes:

1800 RESPECT is a free and confidential service for family and domestic violence support.
Phone: 1800 737 732 (available 24/7)
Visit Website

Beyond Blue is where you can get information and support for depression, anxiety and suicidal thoughts.
Phone: 1300 224 636  for immediate support (available 24/7)
Visit Website

Lifeline is a free and confidential 24 hour crisis support and suicide prevention services.
Phone: 13 11 14 (available 24/7)
Visit Website

Wesley Lifeforce service finder provides a tool for suicide prevention services and crisis support to people most at risk. Connect to a range of local services in your area.
Visit Website


Essentials by AAI

If you are unable to afford mainstream insurance cover, there may be a solution for your needs. Please visit Essentials by AAI. Essentials by AAI provides low cost cover for those on low incomes in partnership with Good Shepherd.

Insurance is provided for cars and/or contents insurance only, is limited to low sums insured, and is subject to eligibility criteria.

Insurance issued by AAI Limited ABN 48 005 297 807. Read the Product Disclosure Statement before making a decision about this insurance. Click here for a copy. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.