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Supporting customers impacted by domestic and family violence
We recognise that domestic and family violence (DFV) is serious and affects a cross-section of individuals within the Australian community. We’re committed to supporting those who are impacted by domestic and family violence, including financial abuse.
Our Domestic and Family Violence Policy outlines the support we offer for our customers experiencing domestic and family violence, as well as a list of organisations that provide free and confidential support services.
We understand that you may indicate or disclose your situation when you contact us, and we are committed to providing compassionate and practical assistance during these challenging times.
Understanding domestic and family violence
Learn about domestic and family violence, including financial abuse, and discover how Oceania is committed to supporting you.
Domestic and family violence (DFV) is a pattern of violent, threatening, or other abusive behaviours used by one person to gain or maintain power and control over another in a relationship. This behaviour seeks to coerce or control the other person, or cause them harm or to be fearful of their safety or wellbeing.
This form of abuse can take place in any intimate relationship, such as:
- Romantic partnerships
- Child, parent and elder relationships
- Caregiving relationships
It can include, but is not limited to:
- Financial abuse
- Physical or sexual abuse
- Emotional or psychological abuse
- Threatening or coercive control
Specific examples of how these forms of abuse might happen through the manipulation of insurance products include:
- Withholding information, including documents or withholding information from the insurer as part of a joint policy
- Reducing coverage or cancelling a policy without consultation
We understand that domestic and family violence can range from an isolated event to an ongoing, long-term experience.
We recognise that everyone's situation and needs are unique; and we're committed to providing tailored support when our customers need it most.
Financial abuse is a form of domestic and family violence, where a family member, intimate partner, or caregiver controls, misuses, or takes away another person's money or financial resources. This tactic is commonly used to gain or maintain power and control within an intimate relationship, making the person dependent on someone else and unable to support themselves.
The forms of financial abuse may be subtle or more obvious, and may include:
- Preventing someone from working or earning money
- Taking their wages or benefits
- Running up debts in their name
- Forcing them to hand over control of their bank accounts or assets
- Damaging their credit rating
Safeguarding our customers
At Oceania, we are committed to supporting customers who are impacted by domestic and family violence and to safeguarding their security, privacy, and safety.
Privacy and safety
Information that you give to us about your situation will be kept confidential. We will also do our best to minimise how often you need to repeat your story.
Additional security measures
We take protecting customer information seriously. With customer safety and security in mind, we can offer an additional layer of security to safeguard your privacy.
Preferred communication methods
Your privacy and safety are paramount. We can discuss specific ways to communicate with you safely, such as using alternate contact methods or specified times.
Fast-track claim
We consider the unique circumstances of our customers to offer a fast-tracked review of claims, including financial hardship applications.
Support services
While our primary role is to support you with your insurance needs, we understand the impacts of domestic and family violence may require extra support. For free and confidential support services for all Australians, please see the list of support organisations.
Support person
We are committed to taking extra care with customers who experience vulnerability. Customers can nominate a person, for example, a family member, friend, or lawyer, to assist and support them.
Specialised team
Our employees have completed domestic and family violence training relevant to their role. We have dedicated claims teams that can provide support for those customers experiencing or impacted by domestic and family violence.
Joint policy separation
We understand that insurance can provide peace of mind, and we will support customers if they want to start an independent policy and maintain continuity of cover.
Frequently asked questions
We are committed to providing practical support tailored to your unique situation. This can include:
- Assistance in separating a joint policy
- Additional measures to safeguard privacy
- Contact details for relevant support organisations
- A fast-tracked claim or financial hardship application
- Immediate support to assist with a claim
Disclosing family violence will not affect our customers’ eligibility to maintain a policy or make a valid claim (terms and conditions still apply). Knowing about your situation allows us to better support you through your journey.
Your privacy and safety are paramount. Our employees are trained to handle what you tell us with sensitivity and confidentiality.
We have measures in place to safeguard your personal information and can discuss specific ways to communicate with you safely, such as using alternate contact methods or specified times.
We can assist you with separating a joint policy to ensure your safety and financial independence. Please contact us to discuss your options, and we will work with you to manage this process sensitively and securely. If you are unsure if you have a joint policy you can speak to one of our consultants.
You can tell us only what you feel comfortable sharing. We may ask questions to determine the best way we can offer support but you can choose how you answer them.
You can contact us to discuss any concerns you have about your policy or payments. Our team can provide general assistance, and if you later feel ready to share more, we are here to listen and offer further tailored support.
