Customers Affected by Family Violence Policy

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If you're in immediate danger, please call 000.

At Chubb Insurance, we do not support any form of violence. If you are experiencing family violence or worried about it, please let us know. We want to help and can offer extra support when you talk to us about your insurance or a claim.

If you are worried about family violence, Chubb can support you when buying insurance, changing or renewing your policy, or making a claim. Talking to us about your family violence concerns will not affect your claim. We will respond with respect and sensitivity and prioritise your safety.

You may also want to contact other organisations that support individuals experiencing vulnerability and affected by family violence.

We’re here to help you if you’re experiencing family violence. Your safety comes first.

If you tell us, or we suspect, that you’re affected by family violence, we will:

• Keep your information safe and private. We will not share your address or contact details with anyone, including third parties, unless you agree.
• Limit who can see your claim or policy details. Only suitably qualified staff will handle your case, and we’ll make sure your information is protected.
• Talk with you about safe ways to communicate. We’ll ask how you’d like us to contact you and only use methods that are safe for you such as checking if it’s okay to call or leave a message.
• Assign dedicated staff to help you. This means you won’t have to repeat your story to lots of people, and your information stays secure.
• Ask about your financial situation. If family violence is causing you Financial Hardship, we’ll get you access to assistance.

Our staff are trained to support you.

• Our team receives training to understand family violence and how to support you.
• We know how to work with Family Violence Intervention Orders and similar protections.
• We’ll always treat you with respect and sensitivity.

You control your information.

• You can ask to see what information we have about you.
• You can tell us how you want your information shared, as allowed by law or needed for your claim.

If you have more than one policy or a joint policy:

• We protect your privacy, even if you share a policy with someone causing you harm. If we must share information with them, we’ll tell you first.
• We can send documents to different addresses and help set up new policies.

Making a claim

• We’ll explain the claims process clearly and make sure you know what’s needed and involved.
• Where possible, we’ll adjust the process if you don’t have certain documents.
• We won’t ask you to contact the person causing harm or make a police report unless you want to.
• If you want someone you trust to help, we’ll talk with you about involving them in the insurance process.
• We’ll let you know who else might be involved in your claim, like investigators.

We’re committed to supporting you. If you need help or have questions, please let us know.

Chubb Customer Service
O: 1800 815 675
E: customerservice.aunz@chubb.com