This Policy outlines Evari’s approach to identifying and engaging with vulnerable customers who may be affected by Family Violence (“Affected Customers”).
Family violence is violent, threatening or other behavior by a person that coerces or controls a member of the person’s family or causes the family member to be fearful : Family Law Act 1975.
In addition to physical violence it extends to emotional, psychological, sexual, financial / economic abuse as well as threats of such abuse and includes damage to property and animals.
We want to ensure that when we engage with our Affected Customers we:
Affected Customers may self-identify as being affected by Family Violence. Evari will engage with that Affected Customer in accordance with this policy. Evari does not require proof such as a restraining order or other evidence.
Evari provides training to its staff with a view to being able to recognise potential Affected Customers in circumstances where the Affected Customer does not self-identify.
Evari will also seek to identify any customers affected by Financial Hardship.
Evari will treat all information about a Customer sensitively, and where possible take measures to protect the confidentiality of the information. This is particularly important regarding locations or addresses or personal contact details of the Affected Customer or their family.
Cooperate with Customer
Evari will engage with the Affected Customer and discuss safe ways to communicate and record the Affected Customer’s preference on the Customer’s file.
Evari will make an internal record of Affected Customers so an Affected Customer does not need to identify as such in each communication with Evari.
Where possible Evari will assign a particular customer service representative to provide consistency in communications with the Affected Customer. Evari will also where requested by an Affected Customer communicate with another party authorised by the Affected Customer, such as their lawyer, social or community services provider, or family violence specialist, or friend.
Evari will provide an Affected Customer with this policy when requested and the policy will also be displayed on Evari’s website.
Evari will endeavour to engage with Affected Customers in ways which respect their circumstances and with compassion, such as understanding they may have limited access to information.
Referral to Third Party Services
Evari is not qualified to assist customers with dealing with Family Violence beyond measures identified in this policy, and where appropriate we refer the Affected Customer to relevant third party specialists.
Support for Staff
Evari recognises that staff engaging with Affected Customers may require assistance and support, either in general or because Family Violence has played some part in their personal experiences.
Where a claim is made Evari will take into account the Affected Customer’s circumstances as well as where permitted, advise the claims handler that the customer is an Affected Customer and pass on relevant information such as safe ways of communication with the Affected Customer.
Where Evari has identified an Affected Customer, Evari will not refer or sell the debt onto third-party debt collection agencies.
Evari Insure Pty Ltd ABN 49 615 973 487 AFSL 494857 (Evari) act on behalf of:
each of which have subscribed to the voluntary General Insurance Code of Practice (the Code). We have agreed to comply with the Code whenever we are selling these insurer’s products.The Code is designed to raise standards for consumers in a number of areas including where a consumer suffers financial hardship. Full details of the Code are available here : http://codeofpractice.com.au/2020/10/ICA001_COP_Literature_Code_OnScreen_RGB_DPS_10.2_LR2.pdf
Part 10 on page 34 relates to financial hardship.
What is Financial Hardship?
Financial hardship means you have difficulty meeting your financial obligations to us.
In this document ‘you’ means:
How can we support you?
Our staff have policies and training to help identify if you are experiencing financial hardship. However If you are going through Financial Hardship please tell us. We can discuss the circumstances and be in a better position to assist you.
You can contact us
By telephone: 1300 216 226
By email: email@example.com
By post: PO Box 7923, Cloisters Square PO, Perth WA 6850
You can also complete the Financial Hardship Support Request Form online which is available here.
In accordance with the Code, the financial hardship support that we provide does not include support with paying the premium under an insurance policy we have issued. However there may be options available to you to reduce your premium or make it easier to pay, for example paying in instalments, or reducing your cover options or limits. Please contact us so we can discuss the options that may be available to you.
The Code applies to claims made under the policies issued by Evari. Claims are not handled by Evari. All claims are dealt with by the claims administrators located in Australia who act on behalf of the relevant insurer. For Lloyd’s and Allied World the claims administrator is Sedgwick.
However, you should still contact us with any financial hardship application, even where it relates to a claim. For example, you are experiencing financial hardship in relation to:
We will advise the claims administrator of any relevant information, documents, status of the application and outcome where it is reasonably necessary. For example, if you request fasttrack of a claim, Sedgwick would carry out the assessment of the claim and would need to advise whether it was possible to do urgently, the time frame etc so we could make an informed decision about your request.
We will also need to disclose the information to the insured for consideration as many decisions will ultimately rest with the insurer.
The support that we may be able to offer includes:
What is appropriate will depend on your circumstances.
What happens after you make an application?
We will, where necessary refer your application to the claims administrator and/or the insurer for input and/or decision.
We will review your application and consider possible options to assist you. We will consider all reasonable evidence. We will then contact you. We may ask you to provide evidence or further information to assess your request. You have 21 calendar days to provide this information, unless we both agree to another time period.
We will request information only where it is reasonably necessary to assess your application.
We will liaise with a nominated representative authorised to act on your behalf if you have asked us to, and will continue to do so unless you tell us otherwise. You can include the nominated representatives details in the Financial Hardship Request Form or otherwise notify us in writing.
When will we tell you about the outcome?
We will let you know the outcome of your application:
We will tell you in writing and if the request is refused, we will give you reasons.
If you are entitled to financial hardship support we will work with you to arrange things, such as:
We can also agree to release, discharge or waive a debt, however the Code provides that you are not automatically entitled to this.
If your circumstances change you can re-apply for financial hardship support however, it is at our discretion whether we put any recovery action on hold.
How to complain
If you are unhappy with the outcome (either a refusal to provide support or you are unhappy with how we have agreed to support you) you can access our complaints policy here.
Standards for Collecting Money
We, as well as any collection agent or solicitor collecting money for us, will comply with the Debt collection guideline for collectors and creditors published by the Australian Competition and Consumer Commission and the Australian Securities and Investments Commission.
If you tell our collection agent or solicitor that you are experiencing financial hardship, then they must notify us and give you information in writing about our financial hardship process.
Please contact us if you need assistance to complete the request form or have any queries about what to do.
There are also a number of external resources available including :
a. National debt helpline website https://ndh.org.au/ or 1800 007 007
b. ASIC MoneySmart website https://moneysmart.gov.au/ or call 13 11 14
c. Good Shepherd website https://goodshepherdmicrofinance.org.au/ (affordable financial programs for financially excluded people)
We encourage you to contact these organisations for advice and general assistance.
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ABN 55 624 972 550
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^ Pause Feature available for Legal Liability cover paid monthly in advance. You get the proportion of money paid for the pause period in the current month as a credit the next month. You need to continue to pay a month in advance which may mean you need to pay any difference between the amount of the current month’s credit and the premium. If you pause and a payment is overdue your policy will be cancelled if the overdue amount remains unpaid 30 days after the due date.