Support for customers experiencing vulnerability

From time to time, we can all find ourselves in circumstances where we could use some additional support. Resolution Life recognises that customers may have unique needs when dealing with us and we are committed to taking extra care of customers experiencing vulnerability.

We will treat you (and your family, carer, or support person) with empathy, compassion, and respect.

Who is considered a vulnerable customer? 

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to loss, harm, or disadvantage, and may need additional support. 

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

Vulnerability may be due to a range of individual factors, which include:

• age
• disability – including sight or hearing impairment
• injury
• mental health conditions and suicidality or suicidal behaviours
• language or literacy barriers
• cultural background e.g. Aboriginal or Torres Strait Islander status 
• living in remote locations
• family or domestic violence
• financial hardship
• natural disasters or catastrophic events
• any other significant change in circumstances. 

How we can help

If you tell us or we identify that you need extra support to access our products or services due to vulnerability, we will work with you to find a suitable, sensitive, and compassionate option. We will do this as early as practical.

Interpreting services

We provide a free interpreter service to facilitate communication with us.

This can be accessed by calling Translating Interpreting Service (TIS) on 13 14 50 or referring to their website. TIS will organise a translator for the language you require and contact us on your behalf.

We can also pre-book a phone interpreter in advance, so they can help us communicate with you.  Please contact us to arrange.

Hearing impairment  

We support the use of the National Relay Service (NRS). This is a free, confidential service provided by the Australian Government and can help if you’re deaf or find it hard to hear or speak to people on the phone. Refer to the NRS Helpdesk | Access Hub for more information on how best to contact them.

Domestic and family violence

If there is an immediate threat to you or your loved ones, please call emergency services on 000.

Click here if you need to leave this website immediately.   

Resolution Life is committed to the safety and wellbeing of our customers. We will ensure the fair and sensitive treatment of customers affected by domestic and family violence and ensure that any decisions made consider the safety of the customer and their family.

More specifically, Resolution Life will:

• Provide you with clarity on your rights in relation to your insurance, superannuation and investments and support pathways if required. This includes explaining how you might create your own policy if you share ownership with the perpetrator.
• Minimise the need for you to repeatedly disclose your situation.
• Understand that you may not have access to all your personal information, records, and documents and work with you to discuss alternative ways to obtain the information we need.
• Understand that you may not have access to your email or phone and agree on safe ways to communicate with you and ensure this is noted on your file.
• Ensure appropriate, flexible, and sensitive claims handling so you’re not required to make direct contact with the perpetrator or make a police report about the perpetrator.

For a copy of our Domestic and Family Violence policy, click here.

Financial hardship

If you're having trouble paying or you can no longer afford your insurance premiums, please call us to talk about the options that may be available to you. Or you may wish to speak with your financial adviser.

We understand that everyone’s circumstances are unique, so we'll assess your situation and discuss your options to help you through this period. These options could include:

• Accessing features of your policy that may reduce your premium or waive your premium for a period, noting that you may not be able to claim for anything that happens, is diagnosed, or becomes apparent during this time.
• Making changes to your policy, which may include removing extra cost options or reducing your level of cover – you can read more about this here.
• Reviewing your payment frequency.

If your employment circumstances have changed, such as experiencing a reduction in income or unemployment, please contact us to talk through the impact this may have on your insurance cover.

Support persons and third-party authority

A support person may provide assistance with any help you may need in dealing with your policy, such as when you make an alteration, payment, or a claim. If you’d like to receive assistance from a support person, please contact us.

If you’d like to receive assistance from a support person or provide a third-party authority for your policy, please contact us. Alternatively, you can compete the Authority to release information form and return it to us.

If you’d like to give a third-party authority for your policy, please contact us.

Other ways to get help

Discussing unplanned life events or vulnerability can be confronting, uncomfortable and upsetting. In addition to speaking with us, these organisations may be able to provide you with further assistance.