M&R Insurance Brokers

Support for Vulnerable Clients & Family Violence Policy

At M&R Insurance Brokers Pty Ltd (referred to as “we”, “us”, or “our”), we are committed to providing a safe, supportive, and inclusive service to all our clients. We recognise that customers may experience vulnerability at various times in their lives—due to personal circumstances, situational factors, or acts of domestic and family violence.

We understand that dealing with insurance matters can sometimes feel overwhelming, particularly for those facing hardship or safety risks. This policy outlines our commitment and practical measures to support vulnerable clients, with a specific focus on safety, confidentiality, and respect.

1. Our Commitment

We pledge to:

  • Treat all clients experiencing vulnerability with sensitivity, dignity, respect, and compassion.
  • Prioritise the personal safety and security of clients affected by family or domestic violence above all else.
  • Strictly protect the private, personal, and confidential information of vulnerable clients.
  • Minimise the number of times a client has to retell their story or re-disclose sensitive circumstances.
  • Provide clear, flexible, and accessible communication channels.
  • Connect clients with appropriate, specialist external support services when needed.

2. Defining Vulnerability and Family Violence

A person may be considered vulnerable due to a wide range of factors, either temporary or permanent. These include, but are not limited to:

  • Family and Domestic Violence: Violent, threatening, coercive, or controlling behaviour by a family member that causes fear or harm. This includes physical, sexual, psychological, emotional, or financial/economic abuse, as well as property damage.
  • Financial Hardship: Difficulty meeting financial or premium payment obligations.
  • Personal Circumstances: Age, disability, physical or mental health conditions, language barriers, cultural background, or being an Aboriginal or Torres Strait Islander person.
  • Situational Factors: Natural disasters, major life crises, or remote locations.

3. Protecting Your Privacy and Safety

Privacy is critical to your safety, especially in situations involving family or domestic violence. If you inform us that you are experiencing family violence or vulnerability, we will take rigorous precautions, which may include:

  • Secure Contact Methods: Agreeing on safe times, methods, and phone numbers to contact you, and avoiding unsafe communication channels (such as leaving voicemails or sending text messages if they pose a risk).
  • Confidential Address Handling: Keeping your physical address or location secure and restricted within our systems to prevent deliberate or inadvertent disclosure.
  • Joint Policies: If you hold a joint insurance policy with another party, we will carefully assess privacy and safety risks. Where appropriate, we can assist you in exploring options to establish separate policies or manage your insurance portfolio independently to protect your security.

4. How We Support You

When managing your insurance needs, renewals, or claims, our team is trained to provide tailored assistance:

  • Flexible Claims & Renewal Handling: Working closely with your product underwriters and insurers to minimise stress during claims processing and find flexible administrative solutions.
  • Financial Hardship Assistance: If you are struggling to pay your insurance premiums, we can work with you and your insurer to discuss payment extensions, restructuring, or alternative coverage options.
  • Third-Party Representation: Allowing trusted support persons, family members, legal representatives, or consumer advocates to speak or act on your behalf with your written or verbal consent.

5. External Support Services

If you or someone you know is impacted by family violence, financial distress, or personal crisis, confidential help is available 24/7 through these professional services:

  • Emergency Services (Police/Ambulance): Call 000 (If you are in immediate danger)
  • 1800RESPECT: National Domestic, Family & Sexual Violence Counselling Service
  • National Debt Helpline: Free, confidential financial counselling
  • Lifeline: Crisis support and suicide prevention services
  • Beyond Blue: Mental health support and counselling

6. Contact Us

If you are experiencing vulnerability or family violence and wish to discuss how we can securely assist with your insurance arrangements, please reach out to our team in a way that feels safe for you:

  • Phone: 03 9557 7400
  • Email: [email protected]
  • Office Address: 175 Centre Rd, Bentleigh VIC 3204

We treat all disclosures with the utmost discretion and care.