ClearView will be compassionate, patient and empathetic. We will not assume that customers experiencing vulnerability are looking for extra service. We will not assume that we know what customers are going through and will work to provide support for their individual needs. We are committed to the following objectives:

• Easier communication with us: We provide various options for customers to contact us including by phone, post and email. We support the use of external tools such as relay calls and translation services.  Where possible, we will provide other options for customers who need it or are in remote areas and help provide solutions for them.

• Supporting customers through the different stages of their policy or investment: Solutions are available for customers who need assistance with communicating with us, are experiencing financial strain or need to make changes to their policy.

• Supporting customers through the underwriting and claims process: We offer tele-underwriting services when you purchase insurance if you prefer to be contacted by phone. We provide a claims tool kit to customers to help them understand the process. A dedicated claims assessor is assigned to each claim. We will consider financial hardship requests from customers by expediting the claim or providing early release of benefits where appropriate.

• Supporting customers experiencing financial hardship: We will consider ways to relieve temporary financial hardship and provide options to customers in family violence situations.

• Providing information and material that do not exclude or offend: Where possible font and format can be adjusted to support customers with disabilities. We will use plain English as much as possible, and we will explain terms in a clear, simple and concise manner when plain English cannot be used. We recognise and respect the preferred pronouns of customers.

• Encouraging external support where required: We encourage our staff to take cues from customers which help to point customers to other services that are available to them.

• Act as quickly as possible: In the case of an emergency event or disaster we will offer additional options to support customers. In the case of individual instances of vulnerability, we will remove obstacles that prevent customers from receiving the support they need.

• Recognise and respect differences: We recognise the various unique needs and capabilities of our different and diverse communities, and we will adjust our requirements where we can, to support them by being flexible and considerate of customs.