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Supporting Vulnerable Customers

Prioritising the well being and safety of our customers is deep-rooted in our D.N.A.  Vulnerability comes in many shapes and forms and we will always strive to support customers in difficult times with sensitivity, flexibility, empathy and care.



We recognise that family, domestic and financial abuse is a serious and sensitive issue. We encourage customers experiencing family violence to notify us of that fact by whatever means they feel comfortable.

We provide our customer-facing employees (including our claims, sales and complaints staff) with appropriate training so they can identify and support customers who are affected by family and domestic violence with extra care and flexibility.

You can find out about the support we will offer you, along with additional information regarding support services
by downloading and reading our Family Violence Policy.



We are dedicated to providing assistance and support to our employees and customers.  We understand that different people experience vulnerability in different ways and have trained our employees to identify customers that may be in a vulnerable situation.  We have embodied the following initiatives to support those experiencing vulnerability and/or financial hardship.  If you, or someone you know requires support please notify us by whatever means you feel comfortable.
Mental Health

mental health conditions 

We believe that mental illness needs more candour and less stigma. We treat our customers and employees with past or current mental health conditions fairly.  We see diversity as one of our core strengths and have designed our travel insurance in accordance with anti-discrimination laws relating to mental illness.

Financial Hardship


We understand that life can take unexpected turns. If you are experiencing financial difficulties, there are a number of ways we may be able to provide support to you. This includes fast-tracking of claims if you have an urgent financial need and providing payment options for your claims excess.


Interpretting Services

interpreting & translation

If you would like to discuss your insurance needs in a language other than English, you will need to use an interpreter service. Just ask our consultant and they may be able to arrange this for you.

Alternatively, you can call TIS National directly on 131 450 (within Australia).



accessibility to SERVICES

We understand that customers may need to access our services in different ways.

We are committed to providing an inclusive environment where our staff can flourish and where customers can easily interact with us.

View our Accessibility Policy for more information.



If you are experiencing family violence always call 000 if you or a family member are in immediate danger

You can access 24/7 counselling and support nationally from 1800RESPECT
by calling 1800 737 732 or visit their website at 1800RESPECT