Information for customers affected by family violence

Blue Zebra Insurance – Family Violence Policy

Blue Zebra Insurance (BZI) seeks to providing support and practical assistance to those affected by family violence.

BZI fully supports the General Insurance Code of practice and we recognise the critical importance of supporting vulnerable customers, including those affected by family violence.

BZI defines ‘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.

In the event of an emergency or if you do not feel safe, call 000.

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’.

BZI’s priorities are:
  • The fair and sensitive treatment of customers affected by family violence, ensuring they are treated with
    dignity and respect.
  • That 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.

In managing any situations where family violence is identified or suspected, BZI will:
  • Take additional care when dealing with customers affected by family violence and provide additional support and assistance in connection with the provision of insurance services, where reasonable.
  • Not require evidence of an intervention order to trigger the requirements of the family violence policy. Someone self-identifying as being affected by family violence will be treated in accordance with the policy without further evidence being required.
  • Treat all information about a customer affected by family violence as sensitive and will 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, or a single pathway to a Vulnerability Specialist.
  • Encourage customers experiencing family violence to notify BZI of that fact via our website, direct contact (concierge@bzi.com.au) or other correspondence.
  • 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.
  • Appoint appropriately trained staff to support vulnerable customers and provide an escalation pathway.
  • Provide support to BZI staff affected by family violence or who are affected by dealing with vulnerable customers through an employee assistance line, line management or human resources discussions, training and the provision of resource documents.
  • Provide a copy of the public Family Violence Policy to a customer upon request.

If a customer is dissatisfied with Blue Zebra’s management of their vulnerability, they can lodge a complaint (for example via the e-mail address compliance.manager@bzi.com.au).

BZI provides information about the complaint management process on our website.

We detail below some support options that may be available to you: