Our commitment. SureInsure recognises that anyone can experience vulnerability at any time, and we are committed to identifying, supporting and advocating for clients who need extra care.
This policy sets out how we meet our obligations under the 2022 Insurance Brokers Code of Practice to identify and support vulnerable clients, and how clients and staff can access help.
Everyone is at risk of experiencing vulnerability at some point in their life. As a financial services provider, SureInsure has an ethical and moral obligation to treat clients experiencing vulnerability with respect, dignity and compassion, and to provide appropriate assistance.
As insurance brokers, our team plays a crucial role in identifying, acknowledging, assisting and advocating for clients experiencing vulnerability – particularly at the time of a claim, when clients rely heavily on our guidance to navigate what can be a stressful and confusing experience.
This applies equally to individuals and to small business clients, where personal and business circumstances often overlap and an incident affecting one can quickly affect the other.
A vulnerable client is a person who, due to their personal circumstances, is particularly susceptible to harm – especially where SureInsure fails to exercise appropriate care. Vulnerability may be permanent, temporary or sporadic, and can arise suddenly through unexpected or complex events.
Key drivers of vulnerability include:
Other factors that may contribute to vulnerability include:
Practical ways we identify, work with, train for and communicate with clients experiencing vulnerability or hardship.
Our staff are trained to look out for signs that a client may be experiencing vulnerability or financial hardship, including changes in communication, missed payments, distress during a claim, or a client directly telling us about their circumstances. We use our own client data and interactions to proactively identify clients who may need extra support, and we encourage clients to tell us if they need adjustments to how we work with them.
Where a client tells us – or we identify – that they are experiencing vulnerability or financial hardship, we will work with them to understand what support will help, adapt our processes where possible, and refer them to relevant specialist services. There is no one-size-fits-all approach: our staff are empowered to exercise judgement and adapt their response to each client's circumstances, including referring the client to a colleague or specialist team where that will provide better assistance.
SureInsure invests in training so our staff can recognise and respond to vulnerability with confidence and compassion. This includes training on engaging with clients experiencing financial hardship, family and domestic violence awareness, trauma-informed practice, cultural competency (including for Aboriginal and Torres Strait Islander clients), and working effectively with older clients.
We offer multiple ways for clients to contact us and will work with clients to identify their preferred communication channel. Where needed, we can arrange access to Translating and Interpreting Services (TIS National) and the National Relay Service, and we aim to communicate in plain English.
Information a client shares with us about their vulnerability or hardship is handled sensitively and in accordance with our privacy obligations, and is used only to provide appropriate support and service.
Financial hardship can affect any client, and often arises alongside other forms of vulnerability. If a client tells us they are experiencing financial hardship, or we identify signs of this, we will:
Depending on a client's circumstances, SureInsure may refer clients to specialist support services, including:
SureInsure will assist clients to access these services and, where appropriate, coordinate directly with them on the client's behalf.
SureInsure's leadership team oversees how we identify and support vulnerable clients, incorporating this into our compliance and risk framework and reviewing our approach periodically. We collect and act on client feedback to improve our services, recognising that the absence of complaints does not necessarily mean the absence of problems – particularly for clients who may face barriers to speaking up. Where necessary, we seek external expertise to strengthen our approach.
If you or someone you know needs additional support when dealing with SureInsure, please let us know. You can reach our team on:
This policy is reviewed periodically to ensure it continues to reflect best practice and our obligations under the Insurance Brokers Code of Practice.
Common questions about vulnerability and financial hardship support at SureInsure.
Please let us know. If you tell us you are experiencing financial hardship, we will listen without judgement, discuss your circumstances, explore options relevant to your policy and premium arrangements, and refer you to your insurer's hardship provisions or to independent financial counselling and hardship support services where relevant. You can reach our team on 07 3519 6999 or at enquiries@sureinsure.com.au.
Yes, where relevant we refer clients to their insurer's hardship provisions. SureInsure will also assist clients to access support services and, where appropriate, coordinate directly with them on the client's behalf.
We aim to avoid this. We keep a record of the support provided so you do not need to repeat your circumstances unnecessarily.
Yes. Information you share with us about your vulnerability or hardship is handled sensitively and in accordance with our privacy obligations, and is used only to provide appropriate support and service.
Yes. You can nominate a support person or authorised representative to assist in your dealings with us. Please contact our team to arrange this.
Depending on your circumstances, we may refer you to specialist services including the National Debt Helpline (1800 007 007), 1800RESPECT for family and domestic violence support (1800 737 732), Lifeline 24/7 crisis support (13 11 14), TIS National translating and interpreting (131 450), the National Relay Service (1300 555 727) and the Australian Financial Complaints Authority (1800 931 678).