Insurance Investment Solutions Pty Ltd (IIS) recognises that our customers may experience vulnerability due to a wide range of factors, including age, disability, mental or physical health conditions, language barriers, family violence and financial hardship.
We’re here to provide additional support to our customers where it is needed, ensuring that our specialised Customer Care team approaches each enquiry with sensitivity and discretion.
If you are experiencing family violence, we encourage you to make it known to us. We have provided our staff with training so they can better understand the warning signs and impacts of family violence.
All disclosures to IIS will remain confidential and you will only have to explain your situation to us once.
Our approach will focus on what is best for you. This will include;
In an emergency or if you are feeling unsafe always call 000.
IIS is committed to better understanding your situation and working toward a positive outcome.
If you are experiencing financial hardship, owe money to IIS or are in an urgent financial state due to an event for which you are making a claim (such as a natural disaster), please let us know as soon as possible.
The support we can provide will depend on your individual circumstances. Examples of financial assistance we may provide include;
Please note that the financial hardship assistance does not apply to the payment of premiums under an insurance policy. If you are having difficulty paying your premium, please contact us.
If you need additional assistance, please contact our Customer Care team to let us know so that we can work with you to find the appropriate support.
This may include things such as when it is appropriate to communicate with you, allowing you to nominate a representative (such as a friend, family member or lawyer), or referring you to a financial counsellor or an appropriate community support service.
We ask that you gather any documents relevant to your circumstances to support your application. This can include;
Please send the completed form and supporting documents to email@example.com
Our Customer Care team will review your application and get back to you as soon as possible.
We are committed to meeting our clients’ expectations. IIS would like to know if you are not satisfied with your experience. Please let us know so that we can attempt in good faith to resolve any complaint in a timely manner.
If you have a hearing or speech impairment, contact us through the National Relay Service (NRS) by calling the numbers below, or go to the National Relay Service website for other access options.
1300 555 727