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Supporting customers experiencing vulnerability

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We recognise that anyone may experience vulnerability at some point in their lives, due to common and unpredictable life events such as illness or the death of a loved one.

At Zurich, we are committed to recognising and supporting customers experiencing vulnerability.


What do we mean by Vulnerability?

A customer experiencing vulnerability is someone who, due to their personal circumstances, has unique needs and is especially susceptible to loss, harm or disadvantage, and therefore may need additional support.

We understand that vulnerability can be temporary or ongoing, and can affect anyone, at any time.

Customers may experience vulnerability due to a range of factors including (but not limited to):

Our Customer Service team are trained to provide effective support for customers experiencing vulnerability. This includes training in:

  • Empathy and Active Listening: Listening actively and empathetically to their concerns without interruption, creating a supportive and understanding environment.

  • Identifying Vulnerability Indicators: Recognising indicators of vulnerability, such as age, disability, mental health issues, or language barriers, to adapt the approach and offer appropriate assistance. 

  • Effective Communication: Using clear, concise, and jargon-free language when interacting with vulnerable customers.

  • Problem-Solving and Decision-Making: Equipping staff with problem-solving skills to address complex situations faced by vulnerable customers, providing guidelines and scenarios for informed decisions and appropriate solutions. 

  • Knowledge of Support Services: Familiarising staff with available support services within and outside the organisation, including helplines, community resources, and relevant government agencies, to provide referrals to customers in need.

  • Data Protection and Confidentiality: Emphasising the importance of data protection and confidentiality, training staff to handle personal information securely and adhere to relevant privacy regulations. 

  • Regular Training and Updates: Conducting ongoing training sessions to keep staff updated on best practices and new developments, ensuring their skills remain up to date to provide optimal support to vulnerable customers.

This comprehensive training equips our customer service team to effectively and empathetically support customers facing unique and challenging circumstances.

At Zurich Insurance, we understand that life can sometimes present unexpected financial challenges. That's why we are committed to providing support to our customers during times of financial hardship. We believe that by working together, we can find solutions that alleviate some of the burdens you may be facing.

We offer a range of financial hardship support options to help you navigate these difficult times. Here are some ways in which we can assist:

  • Premium Assistance Programs: Our premium assistance support is designed to provide temporary relief to customers facing financial difficulties. These programs may include reduced premiums or temporary suspension of premium payments for a defined period.

  • Claims Assistance: We are committed to providing timely and efficient claims processing to ensure you receive the financial support you need when you need it most. Our claims team is dedicated to handling your claims with care and sensitivity, and we can prioritise claims handling or offer guidance on the claims process to make it easy for you.

  • Financial counselling and Education: We understand that navigating financial challenges can be overwhelming. That's why we offer resources and referrals to financial counselling services. These services can help you gain a better understanding of your financial situation and make informed decisions.

  • Policy Adjustments: If you are experiencing financial hardship, we can provide options for you to review your policy. This may include adjusting coverage levels or exploring more cost-effective alternatives.

We encourage you to reach out to us directly to discuss the available options.

At Zurich Insurance, we are committed to supporting you through challenging times. Our dedicated team is here to listen, understand, and work with you to find the best possible solutions for you.

  • Mental or physical health conditions
  • Disability
  • Language and/or literacy barriers
  • Remote locations and isolation
  • Natural disasters and catastrophic events
  • Age

We recognise the importance of understanding the needs of our Aboriginal and Torres Strait Islander communities and customers from different cultural backgrounds. We are committed to providing access to support services, where needed, and tailoring these services to meet your specific needs.

We also recognise that a customer may need extra support due to the event that led to their Insurance claim.

How we can help

Zurich will take steps to ensure that you are provided with the service you need and will work with you or your representative to identify how best to provide support.

We understand it can be difficult to speak openly about your situation. However, our staff have been specifically trained to assist you in your time of need, will treat you with empathy and will ensure that at all times we manage your personal information in accordance with our Privacy Policy.

Life Insurance, Investments & Superannuation:

 131 551 (Australia-wide)
 +61 2 9995 3777 (Overseas)
8.30am-7pm AEST Monday -Thursday
8.30am-5.30pm AEST Friday

 client.service@zurich.com.au

General Insurance:

 

 132 687 (Australia-wide)
 +61 2 9995 1111 (Overseas)
8.30am-5.30pm AEST Monday - Friday

 gi.feedback@zurich.com.au

 

Zurich Assure:

 

 1800 161 168 (Australia-wide)

9am-5pm AEST Monday - Friday

 assure@zurich.com.au

Customers with hearing and speech impairment, can contact us via the National Relay Service on 1300 555 727. Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf. We will also arrange translation assistance for customers, including appointing an interpreter to assist in our communications. To request an interpreter, contact us using the details listed above.

Our policies are designed to support you

To understand our policies further, simply click on the relevant link for you.

Life Insurance, Investments, Superannuation & Zurich Assure:
General Insurance:
Domestic and Family Violence Policy Domestic and Family Violence Policy
Financial Hardship Policy Financial Hardship Policy
  General Insurance Factsheet

Other sources of support

The following resources are available to anyone experiencing vulnerability. These services are free and confidential.

If you are in need of immediate assistance, please call 000.

Emergency – Ambulance/ Police/ Fire - 000

EMERGENCY – AMBULANCE/POLICE/FIRE - 000

Mental Health Resources

Claim up to 20 sessions with a Mental Health Professional through Medicare

Website: https://www.servicesaustralia.gov.au/individuals/subjects/whats-covered-medicare/mental-health-care-and-medicare

Beyond Blue - information and support to help everyone in Australia achieve their best possible mental health

Phone: 1300 224 636                   

Website: www.beyondblue.org.au

24 Hour Line – telephone information and counselling service for people in crisis needing urgent help.

Phone: 1800 199 008

Kids Help Line – free telephone and online counselling service for young people

Phone: 1800 551 800

Lifeline – provides access to 24 hour crisis support and suicide prevention services

Phone: 13 11 14                                   

Website: www.lifeline.org.au

MensLine Australia - telephone and online counselling service offering support for Australian men

Phone: 1300 789 978

The Samaritans Help Line - 24 Hour support for the despairing, lonely or suicidal

Phone: 135 247

Salvation Army Hope Line for suicide support

Phone: 1300 467 354

Suicide Call Back Service – nationwide 24/7 telephone and online counselling to people affected by suicide

Phone: 1300 659 467   

Website:  www.suicidecallbackservice.org.au

Mental Health Emergency Response Line – 24/7 telephone service for people in Perth metro area experiencing mental health crisis

Phone: 1300 555 788

Poisons Information Centre

Phone: 13 11 26

Griefline – telephone counsellors

Phone: 1300 845 745 (6am to midnight AEST)

Website: https://griefline.org.au/

National Association for Loss and Grief

Phone: 02 6882 9222

Website: http://www.nalag.org.au/
Financial and Legal Aid Resources

MoneySmart - ASIC provides tips and advice on managing money

Website: https://moneysmart.gov.au/

National Debt Helpline - free, confidential financial counselling service

Phone: 1800 007 007

Website: https://ndh.org.au/

Legal Aid Commissions – each State and territory provide legal assistance services, including some that is available free of charge for certain individuals

Website: https://info.australia.gov.au/information-and-services/public-safety-and-law/legal-aid

Website: www.probonocentre.org.au

Kildonan Uniting Care – provide financial support programs and child, youth and family support (website provides option to select language)

Phone: 1800 002 992

Website: www.unitingkildonan.org.au

The Salvation Army Moneycare - free, confidential financial counselling service

 

 Phone: 1800 722 363

Website: https://www.salvationarmy.org.au/need-help/financial-assistance/financial-counselling/
Literacy Services/Interpreting/Translation Resources

Telephone and video translation services

Phone: 131 450

Website: www.tisnational.gov.au

Hearing and speech impaired customers can contact Zurich via the National Relay Service

 

Phone: 1300 555 727.

Website: http://relayservice.gov.au
Family, Sexual & Domestic Violence Resources

1800 RESPECT  - a 24 hour national sexual assault, domestic and family violence counselling line

Phone: 1800 737 732

Website: www.1800respect.org.au

Services Australia – support services & tools

Website: https://www.servicesaustralia.gov.au/individuals/subjects/family-and-domestic-violence/who-else-can-help-family-and-domestic-violence

ACON Sydney - help LGBTIQ people who have experienced domestic and family violence by providing a range of resources and support services

Website: https://www.acon.org.au/what-we-are-here-for/domestic-family-violence/#domestic-family-violence

QLife – LGBTI peer support and referral for people wanting to talk about a range of issues including sexuality, identity, gender, bodies, feelings or relationships

Phone: 1800 184 527 (3pm to midnight, 7 days)

Website: https://qlife.org.au/get-help

White Ribbon – support services in each state

Website: https://www.whiteribbon.org.au/Find-Help/Support-Services

DV Connect Womens Helpline – free crisis helpline for Queenslanders identifying as female and experiencing domestic and family violence

Phone: 1800 811 811

 

DV connect Mens Helpline - Queensland’s free, domestic and family violence helpline for anyone identifying as male, regardless of age, ability, ethnicity, income or religion. Offering counselling, information & referral pathways

Phone: 1800 600 636 (9am – midnight, 7 days)

 

Sexual violence helpline - free helpline offering emotional support and referral pathways for any Queenslander who have been sexually assaulted or abused.

Phone: 1800 010 120 (7:30am – 11:30pm, 7 days)

Ask Izzy - mobile website that connects people who are in crisis with the services they need right now and nearby.

Website: https://askizzy.org.au/

Aboriginal Family Domestic Violence Hotline – information on victims’ rights, how to access counselling & financial assistance

Phone: 1800 019 123

Women’s Legal Services Australia

Website: http://www.wlsa.org.au/

Men’s Referral Service – advice for men about Domestic Violence

Phone: 1300 766 491

Website: https://www.ntv.org.au/get-help/

Domestic Violence in Regional Communities – provides a contact list of services available in different States in Australia for people impacted by, or perpetrators of domestic violence

Website: www.dvirc.org.au

 

Australian Childhood Foundation – counselling for children and young people affected by abuse

Phone: 1800 176 453

Website: www.childhood.org.au

Website: www.stopchildabuse.com.au

Relationships Australia – Support groups and counselling on relationships for abusive and abused partners

Phone: 1300 364 277

Website: www.relationships.com.au

Say it Out Loud – national resource for the LGBTQ+ communities and to build the capacity for service professionals working with people who have experienced sexual, domestic and family violence

Website: https://sayitoutloud.org.au/abusive-relationships/getting-help/find-a-service/?state=all
Cultural Background Services

Supporting Culturally and Linguistically Diverse People

Website: https://www.openminds.org.au/services/supporting-culturally-and-linguistically-diverse-people-cald

Head to Health - Support & Resources for Culturally and Linguistically Diverse people

Website: https://www.headtohealth.gov.au/supporting-yourself/support-for/culturally-and-linguistically-diverse-people

Aboriginal Health Services and Support

Website: https://www.cesphn.org.au/services-and-support/services-aboriginal

Culturally appropriate mental health services for Aboriginal and Torres Strait Islander people

 Website: https://www.health.gov.au/initiatives-and-programs/aboriginal-and-torres-strait-islander-mental-health-program

Social, emotional and cultural wellbeing online resources for Aboriginal and Torres Strait Islander People

Website: www.wellmob.org.au
Natural Disasters

Disaster Assist – getting help & key contacts

 Website: https://www.disasterassist.gov.au/

Our Promises to You

Zurich is committed to ensuring continuity of key industry standards as we transition our industry association membership from the Financial Services Council to the Council of Australian Life Insurers. This transition will have no impact on how we serve and support our customers and we will continue to be bound by the Life Insurance Code of Practice and relevant standards.

When you take out life insurance, it’s important that you get the highest standards of service in all your dealings with us.

That’s why we have adopted the Life Insurance Code of Practice.  It’s the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer.

Visit zurich.com.au/licop for more information.

We welcome customer feedback

Should you require assistance with lodging a Complaint, please contact us using the details listed above. Customer Complaints can also be registered at:  https://www.zurich.com.au/contact-us/complaints.html.