Supporting vulnerability and accessibility

At Clover, we understand the importance of providing increased support to our customers experiencing vulnerability and hardship. We also understand that a person’s vulnerability or hardship may be due to a range of circumstances, including age, disability, language or literacy barriers, living in a remote location, physical or mental health conditions, domestic or family violence, financial hardship, or cultural background. We look to provide an extra level of service and sensitivity to those experiencing vulnerability and hardship.

If you’re in an emergency or unsafe, please call the emergency services on 000.

Financial hardship

If you purchased your insurance through a Broker, please speak to them in the first instance if you are needing financial assistance relating to your insurance premium. At Clover, we are committed to working with your Broker to provide prompt financial hardship support to affected customers, including those who may be affected by domestic and family violence.

See access to other resources and support for additional support services.

Domestic and family violence

Family and domestic violence is complex, and we recognise that everyone’s situations and needs are different. At Clover, we are committed to supporting our customers and employees when they experience domestic and family violence.

If you’re in an emergency or unsafe, please call the emergency services on 000.

The safety of our customers and their family members affected by family violence comes first. For support, please visit https://www.1800respect.org.au/ or call 1800 RESPECT available 24/7 for counselling and support services.

What is domestic and family violence

Family and domestic violence refers to violent, threatening, or abusive behaviour where an abuser seeks to dominate, coerce or control the other person, often an intimate family member or partner. Family and domestic violence is not limited to physical harm, it can include emotional, sexual, financial, psychological abuse and social isolation as well. It can also include damage to property and animals.

At Clover, we seek to minimise the risk of harm in our interactions with you and ensure our staff can provide targeted and consistent assistance to those who are experiencing domestic and family violence.

How we support our customers

At Clover, we can support you by:

• Training employees and third-party providers to recognise the signs of domestic and family violence and finding safe ways to communicate with you
• Protecting your sensitive, private and confidential information
• Minimising the number of times you need to disclose information about domestic and family violence
• Handling claims with care and compassion
• Referring you to specialist services (see access to other resources and support) and arranging access to financial hardship help, if needed
• Helping you set up new insurance services
• Supporting employees who are affected by domestic and family violence which includes, training, leave and counselling.

Your privacy

We recognise that privacy and confidentiality can be critical to safety in any family and domestic violence situation, and we will treat any information you give us about your situation and your personal circumstances confidentially. For further information please refer to our Privacy Policy.

If you are a joint policyholder

If, in addition to you, someone else is named on your policy, we will:

• Consider your personal safety and act according to our obligations relating to joint policyholders
• Where needed to protect your safety, help you set up a new policy
• Offer a sensitive and confidential claims handling process.

Language and communication support

Please contact your Broker in the first instance to see what help they can provide. If you need an interpreter, you may use a family member or anyone you trust, just let us know they are on the call with you.

If you need support in communicating with us:

TIS National

https://www.tisnational.gov.au/
[email protected]

TIS National is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website for more information.

National Relay Service (NRS)

https://www.infrastructure.gov.au/media-communications-arts/phone/services-people-disability/accesshub/national-relay-service

NRS is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website for more information

Access to other resources and support

1800RESPECT

ph: 1800 737 732
24-hour hotline for any Australian who has experience, or is at risk of, family and domestic violence and/or sexual abuse

Lifeline

ph: 13 11 14
Anyone across Australia experiencing a personal crisis or thinking about suicide

Relationships Australia

ph: 1300 364 277
Support groups and counselling on relationships, and for abusive and abused partners

Kids Help Line

ph: 1800 551 800
Free, private and confidential telephone and online counselling service specifically for young people between 5 and 25 in Australia

Mensline Australia

ph: 1300 789 978
24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties

WIRE Women’s Information

ph: 1300 134 130
Free Victorian women’s service providing information, referral and support via the Women’s Information Centre

Women’s Legal Services Australia

http://www.wlsa.org.au/
A national network for community centres specialising in women’s legal issues

Aboriginal Family Domestic Violence Hotline

ph: 1800 019 123
A dedicated contact line for Aboriginal victims of crime who would like information on victim’s rights, how to access counselling and financial assistance

Q Life

ph: 1800 184 527
A dedicated contact line for LGBTI relationship support

Aging and Disability Abuse Hotline

ph: 1800 629 221
A dedicated helpline for abuse of older people and adults with disability

National Debt Helpline

ph: 1800 007 007
Free, confidential, independent financial advice