Identifying whether our customers, lives insured, or staff are impacted by family and domestic violence can be challenging.
We recognise that family and domestic violence can impact individuals from all walks of life, and our teams may be a point of contact during challenging times, so its paramount our staff are equipped to recognise, identify, and respond appropriately to customers or staff who may be impacted by family and domestic violence.
The Women's Information and Referral Exchange Incorporated (WIRE), who are specialists in family and domestic violence, provide training to our staff. This trauma-informed training focuses on:
- Understanding the dynamics and complexities of family and domestic violence.
- Developing skills to recognise potential indicators and risk factors.
- Learning appropriate and safe methods for responding to disclosures and situations.
- Knowing how to provide information about support services and referral pathways.
AIA has additionally sought consultation from WIRE in developing an internal Family and Domestic Violence Guide. This comprehensive resource provides our staff with guidance on how to:
- Support customers and employees experiencing family and domestic violence with empathy and understanding.
- Follow clear protocols for appropriate escalation and referral to relevant support services.
- Prioritise the safety and well-being of both our customers and our employees.
Our investment in external, specialised training and consultation underscores our commitment to the safety and well-being of our community.
We understand the difficulty in disclosing family or domestic violence. You may feel fear, shame, or worry you won’t be believed. We want you to know it’s not your fault and that you are not alone.
We understand that not everyone may recognise or agree that they are experiencing family and domestic violence. You may not want to talk about your situation and may not want or need our support. We will respect your choices. You do not have to tell us details about family and domestic violence for us to help; we are committed to helping all customers wherever we identify vulnerability.
We will focus on what we can do to help you based on what you share with us and respect your right to decline or limit what you tell us. We understand that trauma may affect a customer’s demeanour, and we will ask if we can offer you support if we see signs of possible abuse, such as:
- Fearful or distressed demeanour
- Someone else directing what you say or speaking on your behalf
- Lack of knowledge about cover over your life
- Concerns about privacy or reluctance to involve a joint policyholder when making changes
- Mention of family violence or legal protections (e.g., restraining orders)
- Being consistently late with premium payments.