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Vulnerable Customer Assist

Support for Customers Experiencing Vulnerability

Our Commitment

AIG recognises that our customers may experience vulnerability due to a wide range of factors, including family violence and financial hardship. 

We're here to provide additional support to our customers where it is needed, ensuring that our specialised Vulnerable Customer Assist team approaches each enquiry with sensitivity and discretion.

AIG is committed to providing safe and flexible support to customers who experience family violence. 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 AIG will remain confidential and you will only have to explain your situation to us once.

How we can help

Our approach will focus on what is best for you. This will include; 

  • Protecting your personal information, including your physical address and contact details, even if you are a joint policyholder.
  • Ensuring only staff directly involved in helping you will have access to your information.
  • Agreeing on how best to communicate with you, including through a nominated representative.

Click here to read our Family Violence Policy

Additional support available

In an emergency or if you are feeling unsafe always call 000.

Service Phone Website Services provided 
1800RESPECT 
1800 737 732
www.1800respect.org.au 24/7 national sexual assault, domestic and family violence counselling service.
Safe Steps 
1800 015 188
www.safesteps.org.au 24/7 crisis support for women and children. Provides information on family violence support services, legal rights and accommodation options.
Men's Referral Service 
1300 766 491
www.mrs.org.au Anonymous and confidential telephone counselling, information and referrals service.
inTouch 
1800 755 988
www.intouch.org.au Services, programs and responses to issues of family violence in migrant and refugee communities.
Switchboard 
1800 755 988
www.switchboard.org.au Advice and counselling to lesbian, gay, bisexual, transgender, intersex (LGBTIQ+) people in Victoria & Tasmania.
Djirra 
1800 105 303
www.djirra.org Assistance to Aboriginal and Torres Strait Islanders victims/survivors of family violence and sexual assault.

Financial difficulty can come about in many forms and can affect everyone differently. AIG is committed to better understanding your situation and working toward a positive outcome.

If you are experiencing financial hardship, owe money to AIG 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 by contacting our team at 1800 339 669 or emailing aucustomercare@aig.com. Our team will discuss with you ways which we may be able to assist.

Support we can offer

The support we can provide will depend on your individual circumstances.  Examples of financial assistance we may provide include;

  • Fast tracking the assessment of a claim, or advancing a payment where a claim has been accepted
  • Arranging or delaying an instalment plan where you owe AIG money – such as for a policy excess, or where we are seeking to recover money from you
  • Putting our recovery actions on hold

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.

Applying for Financial Hardship Assistance:

If you are ready to make an application for financial hardship please download and complete our Financial Hardship Application form.

To assist your application, providing supporting documentation can be helpful, but not always necessary. If you have the following documents, please provide them. If not, we completely understand and may still be able to assist you. 

  • Centrelink statements
  • Evidence of your unemployment, such as a letter from your former employer
  • A letter from your doctor confirming serious illness, disability, mental health issues, carer responsibilities or injury that prevents you from earning income. 
  • A letter from a charitable organisation regarding loss of employment or inability to provide for basic necessities
  • Copies of unexpected or overdue bills/payments or other expenses
  • Notices of eviction, disconnection of essential services, or repossession of property
  • Notices of impending legal action

Please send the completed form and supporting documents to aucustomercare@aig.com.

Our Vulnerable Customer Assist team will review your application and contact you soon.

We respect your need for privacy and will adhere to the AIG Privacy Policy at all times. We will ensure that information collected is kept confidential and only shared with AIG Australia employees responsible for assessing your application for Financial Hardship.

Further Support:

Free, confidential, independent financial advice is also available to you through the National Debt Helpline on 1800 007 007 or www.ndh.org.au.

If you need additional assistance, please contact our Vulnerable Customer Assist 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.

Further Support:

Service Phone Website What support do they offer

National Debt Hotline

 
1800 007 007

www.ndh.org.au

Not-for-profit service that provides free professional financial counselling

Beyond Blue

 
1300 224 636

www.beyondblue.org.au

Information and support to help people in Australia affected by anxiety, depression and suicide. Available 24 hours.

Lifeline

 
13 11 14

www.lifeline.org.au

24 hour crisis support and suicide prevention services.

Contact Us

As a valued customer of AIG we are here to help you. Please call or email our Vulnerable Customer Assist team to talk to us about your situation.

1800 339 669

aucustomercare@aig.com

If you need an interpreter, please call or email us and we can arrange this through the Translating and Interpreting Service (TIS National).

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.

Voice Relay number:  1300 555 727

TTY number: 133 677

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