Supporting customers with additional needs

From time to time our customers can find themselves in circumstances where they could use some additional support; Resolution Life recognises that customers may have unique needs when engaging with us.

Our Customer Engagement Consultants are skilled to help you if:

• You need help in understanding your role as the policy owner vs. the life insured –this document can help explain the difference
• English is your second language. Refer to the Translating and Interpreting Service (TIS National) or call 131 450. Charges incurred for using the TIS National service when calling us will be reimbursed by Resolution Life. We may also call TIS National directly to organise this on your behalf.
• You have a hearing impairment. We use the National Relay Service. A phone solution for people who are deaf or have a hearing or speech impairment. Depending on your needs, you can choose from the following National Relay Service call options to contact us:
  • TTY users (speak and read) - phone 133 677 then ask for 133 731
  • Speak and Listen (speech-to-speech relay) users - phone 1300 555 727 then ask for 133 731
  • Internet relay users - visit the National Relay Service and ask for 133 731
• You suffer communication difficulties due to illness, injury, or a disability
• You live in a remote or regional area
• You are elderly
• You don’t have the right proof of identity
• You are a victim of domestic and family violence
• We also aid those customers who are visually impaired and those who have literacy difficulty

If you need support with any of the above circumstances, never hesitate to contact us.

Please reference our internal policies on Customers Experiencing Vulnerability and Family and Domestic Violence for more information around how Resolution Life Australasia supports customers with additional needs