We recognise that anyone can experience vulnerability at any stage of life, whether due to health, disability, financial difficulties, significant life events, language or literacy barriers, family or domestic violence, or other personal circumstances.

As insurance brokers, we are committed to treating all clients with sensitivity, dignity, respect and compassion and providing additional support where needed.

Our commitment

• Individual support – We take the time to understand each client’s circumstances and tailor our approach to their needs.
• Accessible communication – We offer different ways to communicate and will work with you to identify your preferred method of contact.
• Clear information – We use plain English and aim to make insurance information as easy to understand as possible.
• Trained staff – Our team is supported with training to recognise vulnerability and respond appropriately.
• Additional assistance – Where appropriate, we can refer clients to specialist support services or organisations that may be able to assist.
• Continuous improvement – We welcome feedback and regularly review how we support clients experiencing vulnerability.

If you or someone you are assisting is experiencing vulnerability, please let us know. You do not need to disclose more information than you are comfortable sharing. We will work with you to provide appropriate support.

Read the full IBCCC Vulnerability Guidance Note:
IBCCC Vulnerability Guidance Note – Full PDF