If you're in an emergency or unsafe, please call the police on 000.
The safety of our customers and their family members affected by family violence comes first.
For support, please call 1800 RESPECT available 24/7 for counselling and support services.
Domestic and family violence can happen to anyone. It generally involves violent, threatening or abusive behaviour enacted by a former or current family member, with the intention of coercion or control, causing fear or harm.
Domestic and family violence can include, but isn't limited to:
The cycle of family and domestic violence is complex. Survivors may struggle with acute issues at a point of crisis, or ongoing issues in the longer term.
We recognise that everyone's situation and needs are different. We're committed to supporting our customers and employees when they experience domestic and family violence.
This policy outlines our processes to help minimise the risk of harm in our interactions with you if you are experiencing family or domestic violence. It ensures our staff can help provide timely, consistent and targeted assistance.
If you tell us, or we recognise that you are affected by domestic or family violence, we are here to help.
We will ensure employees, agents, partners, distributors and suppliers are appropriately trained so that we can:
Privacy can be critical to your safety in any domestic and family violence situation.
Depending on your personal circumstances, we can:
Precautions we take when communicating may include:
If you hold a joint policy – ie, someone else is named on your policy as well as you – we will:
We endeavour to handle insurance claims with sensitivity, flexibility and care. If you make a claim and we're informed that you're affected by domestic and family violence, we train our employees to:
While providing services to customers is our priority, we also recognise that our own employees can be affected by domestic and family violence. Some measures we take to protect our people include:
We also protect the details of our employees and/or our representatives and provide further training if our employees:
For a list of organisations that can help you access support and services, please visit our resources page, which includes:
Essentials by AAI
If you are unable to afford mainstream insurance cover, there may be a solution for your needs. Please visit Essentials by AAI. Essentials by AAI provides low cost cover for those on low incomes in partnership with Good Shepherd.
Insurance is provided for cars and/or contents insurance only, is limited to low sums insured, and is subject to eligibility criteria.
Insurance issued by AAI Limited ABN 48 005 297 807. Read the Product Disclosure Statement before making a decision about this insurance. Click here for a copy. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.
“We” are AAI Limited, issuer of general insurance products under the CIL Brand.
For the purposes of these policies “customer” or “you” are used interchangeably to mean an individual insured, a third-party beneficiary, a potential customer, or an individual which we as an insurer are seeking to recover from. A customer may be liaising with us on their own behalf or via a duly authorised representative.