We understand you may be experiencing circumstances where you would benefit from a higher level of care and support or have additional accessibility needs. So, whatever the reason if you need extra help, please reach out by clicking on your insurance provider. You may be referred to one of our specialist Customer Care teams.
If you have been impacted by the recent severe weather and have had to re-locate, move address, or you’re facing financial difficulties, please let us know. We’ll update your contact details and provide extra support tailored to your needs.
If you’re experiencing a sudden loss or reduction of income or have concerns about your ability to afford your insurance, it’s a good idea to let us know early so we can discuss your options and provide support tailored to your circumstances.
If you are concerned for your immediate safety, or the safety of a loved one, call Emergency Services on 111.
If you’re experiencing any form of family or domestic violence, our priority is your safety. In letting us know about your situation, we can provide you with extra care and support while keeping the information you share confidential. Our Customer Care team are trained in family and domestic violence support, so they can explore the most appropriate options with flexibility and empathy. We take your safety seriously; our Family and Domestic Violence policy outlines the way our teams can help.
IAG Policy on Supporting Customers affected by Family and Domestic Violence
You can be reassured that if you are accessing information on our websites about family and domestic violence, or viewing this policy, it will not show up in your browser history. There is also a quick exit button should you need it.
You may also see the Women's Refuge Shielded Site icon on our websites, and others. This provides access to a shielded portal through which you can contact Women’s Refuge, find out how to make a plan to safely get out of a dangerous situation, learn how to stay safe online and get answers to questions about what comes next – By accessing the portal via this icon, it means the information will not show up in your browser history for anyone else to find.
Definitions
"Family and Domestic Violence" or "FDV" does not have a universal definition and can vary across different countries, states and territories. The core characteristic however is controlling behaviour, whether criminal or non-criminal, that is aimed to cause fear within another person or their family. FDV can include violence, abuse or threatening behaviour in domestic or family settings, as set out below:
a. Acts of violence that occur in domestic settings between two people who are, or were, in an intimate relationship. It includes physical, sexual, emotional, psychological and financial abuse
b. Any violent, threatening, or other behaviour by a person that coerces or controls a member of their family or household or makes the family or household member fearful
c. It may be a pattern of behaviour designed to make a person dependent by:
i. Isolating them from sources of support
ii. Exploiting their resources and abilities for personal gain
iii. Depriving them of means needed for independence, resistance and escape
iv. Regulating their everyday behaviour
Why this is important
This Policy sets out how IAG supports our customers who are affected by Family and Domestic Violence (FDV). It is important because we believe in doing the right thing by our customers, respecting who they are and their individual circumstances. This Policy supports IAG’s purpose and strategy by helping to make our customers safer and reducing the risk of harm from FDV.
This Policy is designed to produce these outcomes:
How we support our customers
If a customer tells us they are affected by FDV, we can discuss options on how they can get support. We may refer them to a specialist team at IAG when appropriate. Our customers' safety is paramount.
If a customer is affected by FDV, we will keep information they give us about their situation confidential.
We will explore the most appropriate options for the customer’s insurance policy or claim with flexibility and care, including if the customer has a joint policy.
Our employees will be trained to:
a. Recognise customers who may be vulnerable, particularly if experiencing a claim event and FDV
b. Be flexible and explore the best options for the customer’s policy or claim, and
c. If it is appropriate, refer the customer to emergency services or to a trusted external support provider in the table below:
These services can be accessed online or over the phone for confidential online or telephone counselling, information and referral services.
We will train our relevant 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. Making sure customers' safety is paramount, and referring them to emergency services if there is an immediate threat of harm
b. How to recognise that violence or abuse may be happening now, and may continue in the future
c. Understanding the impacts of trauma and how it can make a customer look, sound and behave
d. How best to support customers affected by FDV sensitively and empathetically, including:
i. Minimising the number of times a customer needs to disclose information about FDV
ii. Protecting information that is private and confidential, and
iii. Referring a customer to a specialist team or other services where appropriate
e. Understanding each customer's personal situation to consider financial hardship assistance for those having difficulty paying IAG because of FDV. This includes how to support customers when debt collection is needed, and
f. Referring customers to trusted external programs and services available to support people affected by FDV
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.
Support for Employees
Anyone can be affected by FDV, including our employees. We support our employees by giving them access to:
a. Local employee assistance programs, external support services and internal specialist teams, and
b. Sick leave, emergency or additional leave and flexible work arrangements if needed
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Women’s Refuge crisis line 24/7
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We help keep people safe online
Your physical or mental health may affect your day-to-day life, and activities like managing your insurance may seem harder than normal. As part of our commitment to your safety, we are here if you need extra care and support. So, please let us know your situation when you get in touch.
We understand suffering a loss can be a challenging time and you may need some extra support. We’re here to provide support and guidance to help you through the insurance process.
We understand separating from a partner can be a challenging time and you may need some extra support. We’re here to provide support and guidance to help you through the insurance process, including what to do if you have joint policies, setting up your own individual cover, ensuring your contact details are up to date and that your privacy is protected.
We have trained teams and support services available if you, or someone you care for, experiences any difficulty accessing our products or services.
If you have a physical impairment such as hearing or vision loss, we can provide appropriate support or referral services - such as NZ Relay Service.
If you need assistance to interpret and understand your insurance, or if English is not your first language, we can help ensure you have the right support or refer you to external services.