Family and Domestic Violence Customer Support Policy

Family and domestic violence is a complex issue that Elders Insurance takes seriously. Family and domestic violence refers to violent, threatening, or abusive behaviour where an abuser seeks to dominate, coerce or control the other person, often an intimate family member or partner. Family and domestic violence is not limited to physical harm, it can include emotional, sexual, financial, psychological abuse and social isolation as well.

At Elders Insurance we recognise family and domestic violence impacts the communities in which we operate. We acknowledge it is complex, challenging and personal, and if you are affected by it, we are committed to supporting you through this difficult time.

Your safety and wellbeing
There are a number of services available if you or someone you know is experiencing domestic or family violence. We’ve listed some of these for you in this Policy. However, in an emergency, or if you’re not feeling safe, always call 000.

How can we help?
Family and domestic violence is not just limited to physical harm, but can take many forms, including financial abuse. Financial abuse is a form of family and domestic violence where there is force or intimidation used to control some or all financial decisions and force economic dependency.

At Elders Insurance we can help support you by:

• Giving you greater control over how your personal information is shared with third parties
• Finding safe ways to communicate with you in light of your circumstances
• Minimising how often you need to disclose information about family violence
• Helping you set up new insurance policies
• Ensuring an appropriate and sensitive claims handling process
• Assisting to arrange access to financial hardship help
• Referring you to specialist services

Your Insurance
If you need help with your policy, insurance premiums or need to make a claim, please contact your local Elders Insurance Agent or call 13 56 22.

At Elders Insurance we offer support for financial hardship in those times when your circumstances can make it difficult to meet your financial commitments. If you’re experiencing financial hardship please speak to your local Elders Insurance Agent for more information, or refer to QBE’s financial hardship page www.qbe.com/au/about/governance/financial-hardship 

Sometimes you may need extra help to get your finances back on track during a difficult time. For free, confidential, independent financial advice you can call the National Debt Helpline on 1800 007 007.

Your Privacy
We recognise that privacy and confidentiality can be critical to safety in any family and domestic violence situation, and we will treat any information you give us about your situation and your personal circumstances with confidentiality. For further information please refer to our Privacy Policy www.eldersinsurance.com.au/privacy-policy

If you're a joint policy holder

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

• Consider the potential risks to your personal safety and act according to our obligations relating to joint policy holders
• Where needed to protect your safety we can help you set up a new policy, and
• Offer a sensitive claims handling process that provides you confidentiality and safety