These services can be accessed online or over the phone for confidential counselling, information, and referral services.
10. We will work with our customers affected by FDV to understand their individual situations if they are impacted by financial hardship. We will be flexible when discussing ways we might be able to provide support, we might be able to help by:
- reviewing cover to make sure it is right
- changing how often payments are made
- extending payment due dates
- developing a payment plan
- deducting excess from claim settlements
11. If collection arrangements are necessary and a customer has told us, or we suspect, they are experiencing FDV we will ensure these matters are managed sensitively and with care. If we become aware our customer is affected by FDV after a referral has been made to a third-party debt collection agency, our internal collection teams will work with the agency to understand our customers situation and be flexible in the ways we can support our customers regarding their financial obligations with us.
12. We will train our employees to understand and support customers who are experiencing vulnerability, including those affected by FDV. Training will depend on an employee’s role, and will include information about:
a) Recognising signs that could indicate a customer is experiencing vulnerability or affected by FDV
b) Recognising that violence or abuse may be happening now, and may continue into the future
c) Understanding the impacts of trauma and how it can make a customer look, sound and behave, and to listen without judgement
d) How best to support customers affected by FDV sensitively and empathetically, including:
- Minimising the number of times a customer needs to disclose information about FDV, and avoiding asking customers to repeatedly share details on their experience
- Protecting any information a customer provides us that could put them, or another individuals’ safety at risk
- Referring a customer to a specialist team or other services where appropriate, promoting active listening, respectful conversations and avoidance of assumptions
13. We will continue to work with industry bodies, non-profit groups and communities to better understand FDV, and refine our approach to supporting customers affected by FDV.