Customer Care - Support for Customers Experiencing Vulnerability
AIG recognises that our customers may experience vulnerability due to a wide range of factors, including family violence and financial hardship.
We're here to provide additional support to our customers where it is needed, ensuring that our specialised Customer Care team approaches each enquiry with sensitivity and discretion.
AIG is committed to providing safe and flexible support to customers who experience family violence. If you are experiencing family violence, we encourage you to make it known to us. We have provided our staff with training so they can better understand the warning signs and impacts of family violence.
All disclosures to AIG will remain confidential and you will only have to explain your situation to us once.
How we can help
Our approach will focus on what is best for you. This will include;
- Protecting your personal information, including your physical address and contact details, even if you are a joint policy holder.
- Ensuring only staff directly involved in helping you will have access to your information.
- Agreeing on how best to communicate with you, including through a nominated representative.
Click here to read our Family Violence Policy
Additional support available
In an emergency or if you are feeling unsafe always call 000.
|1800RESPECT||1800 737 732||www.1800respect.org.au||24/7 national sexual assault, domestic and family violence counselling service.|
|Safe Steps||1800 015 188||www.safesteps.org.au||24/7 crisis support for women and children. Provides information on family violence support services, legal rights and accommodation options.|
|Men's Referral Service||1300 766 491||www.mrs.org.au||Anonymous and confidential telephone counselling, information and referrals service.|
|inTouch||1800 755 988||www.intouch.org.au||Services, programs and responses to issues of family violence in migrant and refugee communities.|
|switchboard||1800 755 988||www.switchboard.org.au||Advice and counselling to lesbian, gay, bisexual, transgender, intersex (LGBTIQ+) people in Victoria & Tasmania|
|Djirra||1800 105 303||www.djirra.org||
Assistance to Aboriginal and Torres Strait Islanders victims/survivors of family violence and sexual assault.
Financial difficulty can come about in many forms and can affect everyone differently. AIG is committed to better understanding your situation and working toward a positive outcome.
If you are experiencing financial hardship, owe money to AIG or are in an urgent financial state due to an event for which you are making a claim (such as a natural disaster), please let us know as soon as possible.
Support we can offer
The support we can provide will depend on your individual circumstances. Examples of financial assistance we may provide include;
- Fast tracking the assessment of a claim, or advancing a payment where a claim has been accepted
- Arranging or delaying an instalment plan where you owe AIG money – such as for a policy excess, or where we are seeking to recover money from you
- Putting our recovery actions on hold
Please note that the financial hardship assistance does not apply to the payment of premiums under an insurance policy. If you are having difficulty paying your premium, please contact us.
Applying for Financial Hardship Assistance:
Please download and complete our Financial Hardship Application form.
We ask that you gather any documents relevant to your circumstances to support your application. This can include;
- Centrelink statements
- Evidence of your unemployment, such as a letter from your former employer
- A letter from your doctor confirming serious illness, disability, mental health issues, carer responsibilities or injury that prevents you from earning income.
- A letter from a charitable organisation regarding loss of employment or inability to provide for basic necessities
- Copies of unexpected or overdue bills/payments or other expenses
- Notices of eviction, disconnection of essential services, or repossession of property
- Notices of impending legal action
Please send the completed form and supporting documents to firstname.lastname@example.org
Our Customer Care team will review your application and get back to you as soon as possible.
Free, confidential, independent financial advice is also available to you through the National Debt Helpline on 1800 007 007 or www.ndh.org.au.
If you need additional assistance, please contact our Customer Care team to let us know so that we can work with you to find the appropriate support.
This may include things such as when it is appropriate to communicate with you, allowing you to nominate a representative (such as a friend, family member or lawyer), or referring you to a financial counsellor or an appropriate community support service.
What support do they offer
National Debt Hotline
1800 007 007
Not-for-profit service that provides free professional financial counselling
1300 224 636
Information and support to help people in Australia affected by anxiety, depression and suicide. Available 24 hours.
13 11 14
24 hour crisis support and suicide prevention services.
As a valued customer of AIG we are here to help you. Please call or email our Customer Care team to talk to us about your situation;
Telephone: 1300 295 016
If you need an interpreter, please call or email us and we can arrange this through the Translating and Interpreting Service (TIS National).
If you have a hearing or speech impairment, contact us through the National Relay Service (NRS) by calling the numbers below, or go to the National Relay Service website for other access options.
Voice Relay number: 1300 555 727
TTY number: 133 677