IAG releases Family and Domestic Violence Policy to help customers
01 Jul 2020
IAG has today introduced its first Family and Domestic Violence Policy to help customers who may be affected by family and domestic violence.
The policy, which comes into effect today, outlines the ways IAG employees can assist customers, and where to direct them if they need extra support. The policy also sets out different avenues for support for IAG employees that may be impacted by family violence.
The policy has been introduced as part of IAG’s commitment to the 2020 General Insurance Code of Practice, which requires all subscribers to the code to have a family violence policy in place by 1 July 2020.
IAG CEO Australia Mark Milliner said: “This policy acknowledges that we play a role in minimising the risk of harm to customers affected by family and domestic violence.
“Our purpose is to make your world a safer place and this policy provides another way for us to deliver on that purpose.
“Our policy outlines a number of ways for our team to assist customers, including using extra empathy, care and confidentiality when handling claims, and provides details on organisations that customers can be referred to if they need urgent help,” Mr Milliner said.
In addition to the new policy, IAG has fast-tracked employee training during the COVID-19 pandemic to help customers who may be experiencing vulnerability.
This involved additional training for all customer-facing employees to better help them identify and support customers who may be experiencing financial hardship, mental health conditions, or family and domestic violence.
IAG, via NRMA Insurance, recently made a $2 million donation to the Full Stop Foundation, which raises funds to resource the work of Rape & Domestic Violence Services Australia.
“It’s deeply upsetting that the home isn’t a safe place for many people, which is why we were also pleased to provide funding to help the Full Stop Foundation expand its important work to help put a stop to sexual, domestic and family violence,” Mr Milliner said.
The $2 million donation will help the Full Stop Foundation answer up to 8,000 phone calls through its crisis counselling service as well as provide funds to up to 50 organisations that provide critical services across Australia.
The Family and Domestic Violence policy is available on the IAG website and information will also be shared on all IAG brand websites from 1 July, including NRMA Insurance, CGU, WFI, SGIO and SGIC.
The policy is provided below.