Do you need any Extra Help or Support?

Customers in Need of Extra help and Support


We understand that sometimes our customers need extra care and support at different points in their lives.

We also know that everyone’s situation and needs will be different. We are committed to looking after your needs with sensitivity, dignity, respect and compassion.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

  • health conditions
  • disability
  • family and domestic violence
  • language or literacy barriers
  • cultural backgrounds, and
  • other relevant circumstances including financial hardship.

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times.

When can I ask for help?

Our employees are trained and equipped to support customers experiencing vulnerability. We’ll always do our best to prioritise customers who need our help and support.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need. We’ll ask to record your information so we can arrange support. If we can see that you have other policies with us, your information will be shared across other general insurance brands in the Australian Suncorp Network.

Protecting your privacy

The protection of your information and privacy is important to us. We’ll use your information to find the right solution for you, which may involve sharing it with various parties:

  • Our employees and service suppliers, who may need to...
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We understand that sometimes our customers need extra care and support at different points in their lives.

We also know that everyone’s situation and needs will be different. We are committed to looking after your needs with sensitivity, dignity, respect and compassion.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

  • health conditions
  • disability
  • family and domestic violence
  • language or literacy barriers
  • cultural backgrounds, and
  • other relevant circumstances including financial hardship.

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times.

When can I ask for help?

Our employees are trained and equipped to support customers experiencing vulnerability. We’ll always do our best to prioritise customers who need our help and support.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need. We’ll ask to record your information so we can arrange support. If we can see that you have other policies with us, your information will be shared across other general insurance brands in the Australian Suncorp Network.

Protecting your privacy

The protection of your information and privacy is important to us. We’ll use your information to find the right solution for you, which may involve sharing it with various parties:

  • Our employees and service suppliers, who may need to know your circumstances in order to help. Eg, if they need to visit you, they may need to know if you’re living with a disability.
  • Specialist service providers. This may be applicable if, for example, you’re experiencing domestic or family violence.

Please visit our privacy page for more information on how we collect, store and use your information. Your information will not be shared with Suncorp Bank, also part of the Suncorp Group.

How to access our support

If you need extra support, it can help to know what support is available. Here are some links to helpful information, tools and services:

  • Domestic and Family Violence Policy
  • Suncorp’s Office of the Customer Advocate
  • External Referral Partners

Please let us know if you require extra support. You can do this through our call centres, website, or indirectly through our distributors and suppliers.

We” are AAI Limited, issuer of general insurance products under the MTA brands.

[1] 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


Domestic and Family Violence Policy


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.

What is domestic and family violence?

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:

  • physical violence
  • sexual assault
  • emotional or verbal abuse
  • psychological abuse or controlling behaviour
  • stalking
  • financial abuse, and
  • abuse of older Australians.

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.

The purpose of this policy 

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.

What we can do to help

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, agen...

Read More

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.

What is domestic and family violence?

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:

  • physical violence
  • sexual assault
  • emotional or verbal abuse
  • psychological abuse or controlling behaviour
  • stalking
  • financial abuse, and
  • abuse of older Australians.

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.

The purpose of this policy 

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.

What we can do to help

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:

  • minimise the number of times that you need to disclose information about your situation
  • handle your claims process with the utmost care
  • prioritise your safety, by protecting sensitive, private and confidential information
  • refer you to specialist services, and
  • engage you with sensitivity, dignity, respect and compassion.

We’re committed to respecting your privacy

Privacy can be critical to your safety in any domestic and family violence situation.

Depending on your personal circumstances, we can:

  • help keep your contact information on our systems secure and confidential
  • help you manage how your personal information is shared with other parties, and
  • discuss safe ways to communicate with you.

Precautions we take when communicating may include:

  • finding a mutually appropriate time to talk on the phone
  • assessing whether it’s safe to send text messages or leave voice messages on the phone, and
  • sending information separately — if you’re a joint policy holder, we may need to send information to two different mail or email addresses.

If you’re a joint policy holder

If you hold a joint policy – ie, someone else is named on your policy as well as you – we will:

  • consider the potential risks to your personal safety and weigh up our obligations relating to joint policy holders
  • help you take out your own policy — if you want to — to protect your safety, and
  • ensure we’re paying the appropriate beneficiaries under a policy pertaining to the particular claim and circumstances.

How we handle claims

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:

  • minimise the retelling of your situation
  • not require you to make direct contact with an alleged perpetrator or notify the police about an alleged perpetrator
  • ensure that anyone visiting your home or site on our behalf is trained and aware that you may be in danger
  • be mindful that events that result in insurance claims can trigger violence, and
  • be flexible in our approaches to accommodate your needs.

Looking after our employees

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:

  • encouraging employees to realise the importance of early detection of domestic and family violence issues with customers
  • training employees in dealing with vulnerable customers, including domestic and family violence survivors, and
  • providing family violence leave and support services to all of our employees.

We also protect the details of our employees and/or our representatives and provide further training if our employees:

  • liaise with an alleged perpetrator of family violence
  • know an alleged perpetrator has access to their personal contact details, and
  • need to interview or investigate a customer who may be affected by domestic and family violence.

Financial Hardship Policy


If you need support with any of our insurance products or services, we’re here to help you.

Financial hardship

We’re committed to supporting customers facing financial hardship. Our Financial Hardship Policy can help you access support and services when you need them most.

How to apply for support

If you’re going through financial hardship, please contact us today. We’ll provide you with a form to apply for financial support and help you through the application process.

Please let us know if we can help refer you to external services such as community support and financial counselling services.

We’re committed to supporting customers facing immediate financial hardship. Our Financial Hardship Policy can help you access support and services when you need them most.

Access to other information and support

Here are free and confidential financial counselling resources that can provide advice to Australians in every state and territory:

  • Contact the National Debt Helpline on 1800 007 007
  • Visit the ASIC MoneySmart website
  • View the Good Shepherd website for affordable financial programs to people who are financially excluded

If you need support with any of our insurance products or services, we’re here to help you.

Financial hardship

We’re committed to supporting customers facing financial hardship. Our Financial Hardship Policy can help you access support and services when you need them most.

How to apply for support

If you’re going through financial hardship, please contact us today. We’ll provide you with a form to apply for financial support and help you through the application process.

Please let us know if we can help refer you to external services such as community support and financial counselling services.

We’re committed to supporting customers facing immediate financial hardship. Our Financial Hardship Policy can help you access support and services when you need them most.

Access to other information and support

Here are free and confidential financial counselling resources that can provide advice to Australians in every state and territory:

  • Contact the National Debt Helpline on 1800 007 007
  • Visit the ASIC MoneySmart website
  • View the Good Shepherd website for affordable financial programs to people who are financially excluded

Providing you the right support


If you’re in need of extra resources here’s a list of organisations that can help you access the right support and services. 

For helpful information, tools and support services

Good Shepherd Microfinance offers affordable financial programs to people who are financially excluded. Visit Good Shepherd Australia New Zealand: https://www.goodshep.org.au/

Wesley LifeForce service finder provides a tool for suicide prevention services and crisis support to people most at risk. Connect to a range of local services in your area.

National Debt Helpline provides free financial counselling that helps people in Australia tackle their debt problems.

  • Call 1800 007 007 (Monday to Friday, 9:30am ­– 4:30 pm)

IDCare supports Australians concerned with issues relating to misuse of their identity or cyber security.

  • Call 1800 655 556 (Monday to Friday, 8am – 5pm AEST) or submit a web request

For community support and counselling services

1800 RESPECT is a free and confidential service for family and domestic violence support.

  • Call 1800 737 732 (available 24/7)

Beyond Blue is where you can get information and support for depression, anxiety and suicidal thoughts.

  • Call 1300 22 4636 for immediate support (available 24/7)

Lifeline is a free and confidential 24 hour crisis support and suicide prevention services.

  • Call 13 11 14 (available 24/7)

Advocare provides a range of advocacy and ...

Read More

If you’re in need of extra resources here’s a list of organisations that can help you access the right support and services. 

For helpful information, tools and support services

Good Shepherd Microfinance offers affordable financial programs to people who are financially excluded. Visit Good Shepherd Australia New Zealand: https://www.goodshep.org.au/

Wesley LifeForce service finder provides a tool for suicide prevention services and crisis support to people most at risk. Connect to a range of local services in your area.

National Debt Helpline provides free financial counselling that helps people in Australia tackle their debt problems.

  • Call 1800 007 007 (Monday to Friday, 9:30am ­– 4:30 pm)

IDCare supports Australians concerned with issues relating to misuse of their identity or cyber security.

  • Call 1800 655 556 (Monday to Friday, 8am – 5pm AEST) or submit a web request

For community support and counselling services

1800 RESPECT is a free and confidential service for family and domestic violence support.

  • Call 1800 737 732 (available 24/7)

Beyond Blue is where you can get information and support for depression, anxiety and suicidal thoughts.

  • Call 1300 22 4636 for immediate support (available 24/7)

Lifeline is a free and confidential 24 hour crisis support and suicide prevention services.

  • Call 13 11 14 (available 24/7)

Advocare provides a range of advocacy and information services specially designed to assist older people, their families and carers.

  • Call 1800 655 566

The National Relay Service (NRS) is an Australia-wide telephone access service available to customers who are deaf or have a hearing or speech impediment.

  • Voice: 1300 555 727
  • TTY: 133 677
  • SMS: 0432 677 767

Services Australia delivers government payments and services. If eligible, social work services can provide support, counselling and information in difficult times.

  • Visit Services Australia for contact information.

We’re here to help 

We know a lot of our customers will need support at different times in their lives. If you need extra support, we’re here to help.

Call us on 1800 634 294 or visit our customer help and support page for more information.


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