It is our paramount priority that whenever a form of vulnerability is identified or suspected, the safety of the customer and their family is protected. We have established internal policies and training appropriate for Customer Service Representatives to:
Additionally, we have created a specialised team called ‘Extra Care Team’ for each stream of our customer service (sales and service, claims, internal dispute resolution areas) who can help with your needs and give you extra comfort when you are dealing with us.
What support can you get from us if you are experiencing vulnerability?
You will have access to our ‘Extra Care Teams’ specialised in sales and service, claims, internal dispute resolution, specifically trained to support Customers experiencing vulnerability with ‘extra care’ and ‘flexibility’, please just tell us about your needs when you contact us either by phone or by email.
At your request:
For any other questions or support, you can always write to us at: info@insureandgo.com.au
What are the accessible services for people with permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls?
We have made some services available and accessible for people who have permanent or temporary hearing impairments, speech impairments or any form of limitations to make and receive phone calls.
This is a teletypewriter service where you can speak or type your message, with options to read or listen to our responses.
Dial 133 677 then ask for InsureandGo
This is a speak-and-listen relay service for people who have speech limitations to use the phone.
Dial 1300 555 727 then ask for InsureandGo
This is an SMS relay service where you can text on any type of mobile phone, with options to read or listen to our responses.
Text 0423 677 767 then ask for InsureandGo
For more information, please visit National Relay Service (NRS) website.
How can we help customers experiencing financial hardship?
If you tell us, or we identify, that you are experiencing Financial Hardship, we can consider:
How can you apply for Financial Hardship Support from us?
If you have any questions about Financial Hardship, please send us an email at info@insureandgo.com.au,call us on the Phone (within Australia): 02 9333 3999 or Phone (outside Australia): +61 2 9333 3999 and just ask for help on Financial Hardship situation.
If you want to apply for financial hardship assistance, please log in to ‘My Account’ to access the application form.
Also, note that we may ask you to send us additional information about your financial situation as part of your application. These documents will help us determine the best way to support you (and your family).
What other resources can you consider for Financial Hardship support?
Here are free and confidential financial counselling resources that can provide advice to Australians in every state and territory: