Family Violence, Supporting Vulnerable Clients and Financial Hardship Policy

1. Introduction

This policy has been developed to comply with the National Insurance Brokers Association Insurance Brokers Code of Practice (the Code). It outlines how Capricorn Insurance Services Pty Ltd identifies and supports vulnerable clients, including those affected by Financial Hardship and Family Violence, as these terms are described in this policy.

For the purpose of this policy, 'Clients' includes both Capricorn Insurance Services Pty Ltd customers and individuals entitled to Financial Hardship support under the Code. This may also extend to individuals from whom we are recovering money due to damage caused to an insured Client.

We are committed to exercising greater care when dealing with vulnerable Clients, ensuring they receive appropriate assistance and support.

2. Identifying Vulnerability

A person may be vulnerable due to various factors, including:

• Age
• Disability
• Mental or physical health conditions
• Family violence
• Language barriers
• Cultural background
• Aboriginal or Torres Strait Islander status
• Remote location
• Financial distress

3. Policy Statement

Capricorn Insurance Services Pty Ltd is committed to upholding integrity and compliance with the Code. This policy, alongside internal procedures and training programs, enables our employees to:

• Identify and understand potential vulnerabilities in Clients.
• Assess and determine appropriate ways to support vulnerable Clients.
• Consider specific needs when engaging with Clients.
• Communicate with sensitivity, dignity, respect, and compassion.

4. Family Violence

Under Australian law, Family Violence is defined 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.” (Family Law Act 1975 (Cth), section 4AB)

Family Violence includes, but is not limited to:

• Emotional, psychological, sexual, financial, or economic abuse.
• Threats, intimidation, or coercion.
• Damage to property.

Examples of behaviour that may constitute family violence are set out in s 4AB(2) of the Family Law Act 1975 (Cth).

5. Supporting Vulnerable Clients

• Ensuring safe and confidential communication.
• Assisting with new insurance policies suited to their situation.
• Providing access to financial hardship support.
• Referring Clients to specialist support services.

6. Third-Party Support

If a Client requires assistance from a third party (e.g., lawyer, interpreter, or a trusted support person), we will make reasonable accommodations to facilitate their involvement.

7. Financial Hardship

Financial Hardship occurs when a Client is unable to meet their financial obligations. Capricorn Insurance Services Pty Ltd is committed to identifying and supporting Clients experiencing Financial Hardship by providing relevant assistance or referrals for financial counselling services. 

Clients experiencing Financial Hardship may be directed to:

National Debt Helpline: 1800 007 007

8. Employee Training

All employees receive ongoing training to:

• Recognise vulnerability and Family Violence indicators.
• Engage with Clients experiencing Financial Hardship or Family Violence.
• Apply this policy and related procedures appropriately.

9. Reporting and Compliance

All notifications of vulnerability or financial hardship received by employees must be documented and reported according to internal procedures.

10. Support Services & Resources

Agency	Phone	Website
1800 RESPECT	1800 737 732	1800respect.org.au
Beyond Blue	1300 224 636	beyondblue.org.au
Lifeline	13 11 14	lifeline.org.au
MENSLINE	1300 789 978	mensline.org.au
National Association of Community Legal Centres	N/A	naclc.org.au
National Debt Helpline	1800 007 007	ndh.org.au