General Insurance Family Violence Policy
This Policy outlines McNamara Greig’s approach to managing vulnerable customers affected by Family Violence.
McNamara Greig seeks to minimise impact to customers by providing support and practical assistance to those affected by family violence.
In this policy, McNamara Greig considers ‘family violence’ as: “violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful”, consistent with the Family Law Act 1975.
Family violence is not limited to physical instances of violence and may also include, emotional, psychological, financial/economic, sexual abuse and threats of abuse. Family violence can include damage to property and animals. Customers affected by family violence fall within a broader class of ‘vulnerable customers’.
McNamara Greig’s priorities in managing customers affected by Family Violence
McNamara Greig’s priorities are:
- The fair and sensitive treatment of customers affected by family violence, ensuring they are treated with dignity and respect.
- The decisions made consider the safety of the customer and their family.
- The provision of support to our staff who are dealing with, or may deal with, sensitive cases, including customers affected by family violence.
Management of situations where family violence is identified or suspected
McNamara Greig will:
- Take additional care when dealing with customers affected by family.
- Notify the customer’s Insurer as soon as possible so that they are able to enact their Family Violence policy.
- Treat all information about a customer affected by family violence as sensitive and take measures to ensure the information is kept confidential.
- Engage with the customer to discuss safe ways to communicate and record these communication methods on the customer’s file.
- Engage with the customer to determine if communication should involve the customer’s financial counsellor, lawyer, community services or social work, legal aid officer or family violence specialist.
- Where reasonable, minimise the information that a customer is required to provide and the number of times a customer is required to disclose the same information, noting that they may not have access to their personal information, records and documents.
- Where possible, provide customers with consistency in speaking to one staff member.
- Ask a customer who self-identifies as being affected by family violence what their financial situation is, to determine whether they are also experiencing financial hardship.
- Refer customers to specialist, external family violence and financial hardship services, as appropriate.
- Provide vulnerable customer training to all staff, including Family Violence training.
- Provide an escalation pathway.
- Provide support to McNamara Greig staff affected by family violence or who are affected by dealing with vulnerable customers through line management or human resources discussions, and training.
- Provide a copy of the public Family Violence Policy to a customer upon request.
If a customer is dissatisfied with McNamara Greig’s management of their vulnerability, they are able to lodge a complaint with their Insurer.
Interpretation Services
If you require interpretation services, we recommend the following:
https://www.tisnational.gov.au