AuditCover adheres to the General Insurance Code of Practice for the purpose of setting internal policies and training to understand and support customers and others who are experiencing vulnerability, including people affected by family violence.
AuditCover is committed to taking extra care with customers who experience vulnerability and supporting Insurers to do the same. AuditCover recognises that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.
This Vulnerable Customers Policy sets out how AuditCover will identify, and support people who experience vulnerability, including people affected by family violence.
The objectives of this Policy are to:
Set out the framework and processes to identify, support and help minimise the risk of harm in interactions with vulnerable customers;
Ensure AuditCover provides timely, consistent and targeted assistance to those affected by family violence; and
For the purposes of this Policy, ‘customer’ means an individual insured, a third- party beneficiary, a potential customer or an individual that an Insurer is seeking to recover money from.
This Policy applies to Retail Insurance products only.
AuditCover will develop and implement policies to support customers and others who are experiencing vulnerability, including people affected by family violence:
AuditCover partners will publish on their website and in any branches, an up-to-date list of assistance and referrals (internal or external) available to customers affected by family violence and how customers may access such assistance. If asked, AuditCover should direct customers to the appropriate client website to obtain a copy of their policy.
Customers affected by family violence need to be able to quickly access information about the policies they hold, the claims process and the support available to them.
AuditCover will work with and support its clients to:
How do we know if a client is Vulnerable?
A person’s vulnerability may be due to a range of factors such as:
This is not an exhaustive list. AuditCover employees keep an open mind about what constitutes vulnerability. Each customer has their own unique story, which is personal to them and can be very sensitive. To help support our customers, our communication or service needs to be tailored depending on their individual needs and circumstances.
Some examples may include;
AuditCover employees take the necessary measures to make service interactions a positive experience, which is guided, prompt, and respectful.
How does AuditCover provide support?
You can contact us to discuss in a safe and empathic environment.
If our customer tells us, or we identify, that due to a vulnerability that the customer needs additional support or assistance, we will work with the customer and try to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect the customer’s right to privacy.
If our customer tells us, or we identify, that our customer needs additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. We will try to make sure our processes are flexible enough to recognise the authority of the customer’s support person.
Additional support may include making it easier for our customer to communicate with us, referring our customer to a financial counsellor or an appropriate community support service.
As a participant in a broader insurance value chain, AuditCover will align as appropriate to its Insurer’s policies. AuditCover may assign employees, who can:
AuditCover will train employees to assist them to:
Reporting & Escalations
AuditCover systems, policy and complaint files, along with all other relevant records are maintained as follows:
Unless instructed by a client otherwise, if AuditCover employees are notified of or identify a vulnerable customer, they must:
The notification should include:
Note: If a customer is distressed and says that they are not coping and suggest or say they may harm themselves, the following actions must be taken:
Details of all notifications and offers of support for vulnerable clients are recorded within and saved to client specific share-point registers. These registers are made available to both internal consultants, leaders and managers.
AuditCover will periodically review and improve this Policy and its associated processes and procedures. For more information, please don’t hesitate to Contact Us.
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