Domestic and Family Violence

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Supporting customers impacted by domestic and family violence

We recognise that domestic and family violence (DFV) is serious and affects a cross-section of individuals within the Australian community. We’re committed to supporting those who are impacted by domestic and family violence, including financial abuse.

Our Domestic and Family Violence Policy outlines the support we offer for our customers experiencing domestic and family violence, as well as a list of organisations that provide free and confidential support services.

We understand that you may indicate or disclose your situation when you contact us, and we are committed to providing compassionate and practical assistance during these challenging times.

Understanding domestic and family violence

Learn about domestic and family violence, including financial abuse, and discover how Auto & General is committed to supporting you.

Domestic and family violence (DFV) is a pattern of abusive behaviours used by one person to gain or maintain power and control over another in a relationship. This behaviour seeks to coerce or control the other person, or cause them harm or to be fearful of their safety or wellbeing.

This form of abuse can take place in any intimate relationship, such as:

Romantic partnerships
Child, parent and elder relationships
Caregiving relationships

It can include, but is not limited to:

Financial abuse
Physical or sexual abuse
Emotional or psychological abuse
Threatening or coercive control

Specific examples of how these forms of abuse might happen through the manipulation of insurance products include:

Withholding information, including documents or withholding information from the insurer as part of a joint policy
Reducing coverage or cancelling a policy without consultation

We understand that domestic and family violence can range from an isolated event to an ongoing, long-term experience.

We recognise that everyone's situation and needs are unique; and we're committed to providing tailored support when our customers need it most.

Financial abuse is a form of domestic and family violence, where a family member, intimate partner, or caregiver controls, misuses, or takes away another person's money or financial resources. This tactic is commonly used to gain or maintain power and control within an intimate relationship, making the person dependent on someone else and unable to support themselves.

The forms of financial abuse may be subtle or more obvious, and may include:

Preventing someone from working or earning money
Taking their wages or benefits
Running up debts in their name
Forcing them to hand over control of their bank accounts or assets
Damaging their credit rating

Safeguarding our customers

At Auto & General, we are committed to supporting customers who are impacted by domestic and family violence and to safeguarding their security, privacy, and safety.

Privacy and safety

Information that you give to us about your situation will be kept confidential. We will also do our best to minimise how often you need to repeat your story.

Additional security measures

We take protecting customer information seriously. With customer safety and security in mind, we can offer an additional layer of security to safeguard your privacy.

Preferred communication methods

Your privacy and safety are paramount. We can discuss specific ways to communicate with you safely, such as using alternate contact methods or specified times.

Fast-track claim

We consider the unique circumstances of our customers to offer a fast-tracked review of claims, including financial hardship applications.

Support services

While our primary role is to support you with your insurance needs, we understand the impacts of domestic and family violence may require extra support. For free and confidential support services for all Australians, please see the list of support organisations.

Support person

We are committed to taking extra care with customers who experience vulnerability. Customers can nominate a person, for example, a family member, friend, or lawyer, to assist and support them.

Specialised team

Our employees have completed domestic and family violence training relevant to their role. We have dedicated claims teams that can provide support for those customers experiencing or impacted by domestic and family violence.

Joint policy separation

We understand that insurance can provide peace of mind, and we will support customers if they want to start an independent policy and maintain continuity of cover.

Frequently asked questions

We are committed to providing practical support tailored to your unique situation. This can include:

Assistance in separating a joint policy
Additional measures to safeguard privacy
Contact details for relevant support organisations
A fast-tracked claim or financial hardship application
Immediate support to assist with a claim

Disclosing family violence will not affect our customers’ eligibility to maintain a policy or make a valid claim (terms and conditions still apply). Knowing about your situation allows us to better support you through your journey.

Your privacy and safety are paramount. Our employees are trained to handle what you tell us with sensitivity and confidentiality.

We have measures in place to safeguard your personal information and can discuss specific ways to communicate with you safely, such as using alternate contact methods or specified times.

We can assist you with separating a joint policy to ensure your safety and financial independence. Please contact us to discuss your options, and we will work with you to manage this process sensitively and securely. If you are unsure if you have a joint policy you can speak to one of our consultants.

You can tell us only what you feel comfortable sharing. We may ask questions to determine the best way we can offer support but you can choose how you answer them.

You can contact us to discuss any concerns you have about your policy or payments. Our team can provide general assistance, and if you later feel ready to share more, we are here to listen and offer further tailored support.

Support Organisations

National

ACT

NSW

QLD

TAS

VIC

If you or your children are in immediate danger, call 000.

1800RESPECT (National Sexual Assault Domestic Violence Counselling Service)

Offers confidential online and telephone counselling, information and referral services.

1800 737 732 (1800 RESPECT)
24 hours, 7 days a week

www.1800respect.org.au
1800 Respect website

Elder Abuse Prevention Unit

Provides support, referrals and information to Australians who experience, witness or suspect the abuse of an older person by someone the person knows and trusts.

1300 651 192
Queensland callers
(07) 3867 2525 or 1800 353 374 (1800 Elder Help)
All other callers
9.30am–4.30pm AEST, Mon–Fri

www.eapu.com.au
EAPU website

MensLine

A free telephone and online counselling service for Australian men with emotional health and relationship concerns.

1300 78 99 78
24 hours, 7 days a week

www.mensline.org.au
MensLine website

QLife

Provides anonymous and free LGBTI peer support and referral for people in Australia wanting to talk about sexuality, identity, gender, bodies, feelings or relationships.

1800 184 527
3pm - Midnight AEST, 7 days a week

www.qlife.org.au
QLife website

If you or your children are in immediate danger, call 000.

Domestic Violence Crisis Service

Provides crisis intervention, legal support and advocacy, safety planning and other services to children, teens and adults affected by domestic and family violence.

(02) 6280 0900
24 hours, 7 days a week

www.dvcs.org.au
DVCS website

Legal Aid ACT

Helps people with their legal problems, especially those who are socially or economically disadvantaged.

1300 654 314
9am–4pm, Mon–Fri

www.legalaidact.org.au
Legal Aid ACT website

If you or your children are in immediate danger, call 000.

Domestic Violence Line

Provides telephone counselling, information and referrals for women, including trans women, who have experienced domestic and family violence.

1800 656 463
1800 671 442 (hearing impaired)
24 hours, 7 days a week

DVL website

Legal Aid NSW

Supplies criminal, family and civil law services to disadvantaged clients, including those experiencing domestic and family violence.

1300 888 529
9am–5pm, Mon–Fri

www.legalaid.nsw.gov.au
Legal Aid NSW website

Women’s Legal Service NSW

Provides confidential legal information, advice and referrals for women. Focuses on family law, domestic violence, parenting issues, sexual assault and discrimination.

1800 810 784
(02) 8745 6999
Mon: 1.30pm–4pm
Tue: 9.30am–12.30pm
Thur: 1.30pm–4.30pm

www.wlsnsw.org.au
WLS NSW website

If you or your children are in immediate danger, call 000.

Northern Territory Government

The web page has information on how you can get help if you’re suffering domestic, family or sexual violence, including the support services nearest you.

1800 737 732 (1800 Respect)
24 hours, 7 days a week

NT Government web page

Northern Territory Legal Aid Commission

Offers a range of legal services, including information and advice, representation, family dispute resolution, and education.

1800 019 343
8am–4.30pm, Mon–Fri

www.legalaid.nt.gov.au
NTLAC website

If you or your children are in immediate danger, call 000.

DV Connect Womensline

Queensland’s only round-the-clock crisis response telephone helpline for residents who identify as female and want to escape domestic violence.

1800 811 811
24 hours, 7 days a week

www.dvconnect.org/womensline
Womensline web page

DV Connect Mensline

A free, confidential telephone counselling, referral, information and support service for Queenslanders identifying as male, and who may be experiencing or using domestic and family violence.

1800 600 636
9am–Midnight, 7 days a week

www.dvconnect.org/mensline
Mensline web page

Legal Aid Queensland

Helps financially disadvantaged Queenslanders who need assistance with criminal, family and civil law matters.

1300 651 188
10am–4pm, Mon–Fri

www.legalaid.qld.gov.au
Legal Aid QLD website

If you or your children are in immediate danger, call 000.

Women's Safety Services SA

Supports women and children who are experiencing and/or escaping domestic and family violence.

1800 800 098
24 hours, 7 days a week

www.womenssafetyservices.com.au
WSS SA website

Legal Services Commission of South Australia

Provides legal assistance, including legal representation for those who need it most but can’t pay for it.

1300 366 424
9am–4.30pm, Mon–Fri

www.lsc.sa.gov.au
LSC SA website

If you or your children are in immediate danger, call 000.

Legal Aid Tasmania

Provides legal services, including advice, representation, family dispute resolution and education, especially to economically and socially disadvantaged residents.

1300 366 611
9am–5pm, Mon–Fri

www.legalaid.tas.gov.au
Legal Aid TAS website

If you or your children are in immediate danger, call 000.