Family Violence Policy


This Policy outlines Evari’s approach to identifying and engaging with vulnerable customers who may be affected by Family Violence (“Affected Customers”).

Application of the policy

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.

Principles of Engaging with Family Violence affected Customers

We want to ensure that when we engage with our Affected Customers we:

  1. Identify if they are affected by Family Violence;
  2. Make decisions taking into account the Customer’s and their family’s’ safety,
  3. Engage with the Customer in a way that is sensitive, fair, respectful and dignified;
  4. Support the Customer as best we can as well as our staff who may be involved in engaging with Affected Customers.

Managing relationships and processes with Affected Customers

Identification of Family Violence Affected Customers

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.

Claims Handling

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.

Debt collection

Where Evari has identified an Affected Customer, Evari will not refer or sell the debt onto third-party debt collection agencies.

External Financial Hardship Policy

The Code

Evari Insure Pty Ltd ABN 49 615 973 487 AFSL 494857 (Evari) act on behalf of:

  1. certain underwriters at Lloyds (Lloyd’s); or
  2. the Australian branch of Allied World Assurance Company Ltd ABN 54 163 304 907 (Allied World)

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 :

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:

  1. an individual insured who owes us money under a policy issued by us,
  2. a third-party beneficiary who owes us money under a policy issued by us, or;
  3. An individual person against whom a claim for money is made by us because we believe you caused damage or loss to an insured or third-party beneficiary who is covered by an insurance policy we issued.

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:

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:

  1. money owed resulting from a claim;  
  2. an excess payable by you arising from making a claim; or
  3. Money is claimed by the insurer because they believe that person caused damage or loss to an insured; or
  4. Time a claim would be paid (i.e a request for a claim to be fast-tracked because of urgent financial need).

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:

  • Fast-tracking a claim where you have an urgent financial need;
  • Payment options for claims excess;
  • Putting action to recover an amount from you on hold.

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:

  1. within 21 calendar after after we receive your application, or
  2. within 21 calendar days after receiving any further information where requested; or
  3. where you do not provide all the information requested within 21 Calendar days (or later date agreed to), then within 7 Calendar days of that deadline passing.

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:

  1. Delaying a date upon which payment is to be made (including an instalment date);
  2. Payment in instalments including the amount and dates for each instalment;
  3. Deducting the excess from a claim amount paid to you;
  4. Paying a reduced lump sum.

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.

Further Help

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 or 1800 007 007

           b.  ASIC MoneySmart website or call 13 11 14

           c.  Good Shepherd website    (affordable financial programs for financially excluded people)

We encourage you to contact these organisations for advice and general assistance.

Apply for Financial Hardship

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ABN 55 624 972 550

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