Customers Experiencing Vulnerability

Customers experiencing vulnerability

If you need extra help at any point, we encourage you to let us know how we can help you. If you tell us, and allow us to do so, we will record this information on our systems and check with you to see if help is still needed when you contact us next time.

 
ClearView recognises that some customers may experience periods of vulnerability because of their personal circumstances. We will  make reasonable adjustments and provide additional support for customers experiencing vulnerability.
 
ClearView’s Customers Experiencing Vulnerability Policy (the Policy) defines our commitment to supporting customers who are vulnerable or experiencing a period of vulnerability.
 
For the purposes of the Policy, the definition of a customer experiencing vulnerability is:

A customer experiencing vulnerability is someone who, due to their personal circumstances, is especially susceptible to harm or detriment

We understand that our actions and how we interact with customers can create or worsen vulnerability by creating roadblocks, complications, delays or service issues.
 
Our Employees are trained to identify and engage with customers who are having difficulty with the process of buying insurance, making an inquiry, making a claim or making a complaint, or who may not be capable of making an informed decision, and to refer these consumers for appropriate additional external support where required.

ClearView Values

ClearView’s Vision is to support Australians to achieve their financial and wellbeing goals while being a positive force for our staff, community and the environment

ClearView’s values include Persistence, Collaboration, Integrity and Authenticity and these pillars underpin our Customers Experiencing Vulnerability Policy.

We understand that our actions and how we interact with customers can create or worsen vulnerability by creating roadblocks, complications, delays or service issues.
 
Our Employees are trained to identify and engage with customers who are having difficulty with the process of buying insurance, making an inquiry, making a claim or making a complaint, or who may not be capable of making an informed decision, and to refer them for appropriate additional external support where required.
 

How ClearView supports vulnerable customers

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.

Support services for customers

Organisation Contact details
Family/Domestic violence or family law
White Ribbon (Women) whiteribbon.org.au
Family Violence 1800Respect 1800 737 732
 
Mental health 
Lifeline lifeline.org.au
13 11 14
Black dog institute blackdoginstitute.org.au
Beyond Blue beyondblue.org.au
1300 22 4636
Suicide Call Back Service suicidecallbackservice.org.au
QLife (LGBTIQ) qlife.org.au
1800 184 527
 
Legal services
National Legal Aid nationallegalaid.org
Community Legal Centre clcs.org.au
Women’s Legal Services Australia wlsa.org.au/
 
Indigenous Support Services
Services Australia servicesaustralia.gov.au/individuals/indigenous-australians
Well Mob wellmob.org.au
Mob Strong Debt Help financialrights.org.au/mob-strong-debt-help/
 
Translator and Interpreters
National Relay Service communications.gov.au
Translation and Interpreter Services tisnational.gov.au
 
Older people
Elder abuse hotline eapu.com.au/helpline
1800elderhelp
 
Financial Services
Gambler’s Help gamblershelp.com.au
National Debt Helpline ndh.org.au
SuperFriend superfriend.com.au
Welfare Rights Centre (Centrelink Issues) welfarerightscentre.org.au
Money Smart moneysmart.gov.au
ATO early release of super ATO early release of super – compassionate grounds