Customers in need of extra help and support

We¹ understand that sometimes our customers² need extra care and support at different points in their lives.

We also know that everyone’s situation and needs will be different. We are commited to looking after your needs with sensitivity, dignity, respect and compassion.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

• health conditions
• disability
• family and domestic violence
• language or literacy barriers
• cultural backgrounds
• financial hardship, and
• other relevant circumstances including

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times.

When can I ask for help?

Our employees are trained and equipped to support customers experiencing vulnerability. We’ll always do our best to prioritise customers who need our help and support.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need. We’ll ask to record your information so we can arrange support. If we can see that you have other policies with us, your information will be shared across other general insurance brands in Suncorp.

Protecting your privacy

The protection of your information and privacy is important to us . We’ll use your information to find the right solution for you, which may involve sharing it with various parties:

• Our employees and service suppliers, who may need to know your circumstances in order to help. Eg, if they need to visit you, they may need to know if you’re living with a disability.
• A partner providing interpretive services, if, say, English is your second language or you’re hearing impaired.
• Financial counselling services.
• Specialist service providers.This may be applicable if, for example, you’re experiencing domestic or family violence.

Please visit our privacy page for more information on how we collect, store and use your information.

How to access our support

If you need extra support, it can help to know what support is available. Here are some links to helpful information, tools and services:

• Domestic and Family Violence Policy
• Financial Hardship Policy (including where you owe us money)
• Translator Services
• Suncorp’s Office of the Customer Advocate
• External Referral Partners

Please let us know if you require extra support. You can do this through our call centres, website, or indirectly through our distributors and suppliers.

¹ “We” are AAI Limited, issuer of general insurance products under the CIL Brand.

² For the purposes of these policies “customer” or “you” are used interchangeably to mean an individual insured, a third-party beneficiary, a potential customer, or an individual which we as an insurer are seeking to recover from. A customer may be liaising with us on their own behalf or via a duly authorised representative.