Customers in need of extra help and support

At Insuranceline, we’re committed to supporting our customers who have individual needs, who may need extra care, or may be experiencing vulnerability.

We recognise that everyone’s situation and needs are different and that some circumstances may mean you need extra support and care such as;

• mental or physical health conditions,
• disability,
• age,
• injury,
• domestic and family violence,
• financial hardship/distress,
• language and/or literacy barriers,
• living in remote locations. 

We are also committed to supporting and understanding the needs of our Aboriginal and Torres Strait Islander communities and customers, and customers from other cultural backgrounds. 

How we can help

We understand that in difficult circumstances, things can be a lot more complex. We’re determined to help our customers, especially during tough times. If you tell us or we identify that you need extra support due to vulnerability, difficult circumstances or unique needs, we will work with you to find a suitable, sensitive and compassionate option, while protecting your right to privacy.  We will treat you, your family, carer or support person with empathy, compassion and respect.

Below are some links where you can find out how we can support you. Alternatively, please contact us to discuss what options might be available to you.

When can I ask for help?

Our staff are trained and equipped to support customers in need of extra help and support. We’ll always do our best to prioritise customers who need additional assistance.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need.