The statistics are well known, but still deeply concerning: one in four women and one in fourteen men have experienced violence from a family member, and on average, one woman is killed every four days.

 

These figures reflect real people navigating complex and unsafe circumstances, often with significant financial implications.

 

For insurers and superannuation funds, FDV is frequently encountered at critical points, during claims when policies are accessed, or when financial decisions carry heightened importance.

It is in these moments that vulnerability becomes visible, and our response matters most.

At AIA, our focus has been on driving practical, meaningful change.

We’ve strengthened how customers access support, introducing discreet pathways, secure digital options, and tailored communications that prioritise safety. Importantly, we connect customers directly with specialist external services, ensuring they are supported beyond the insurance interaction.

We’ve also established a dedicated FDV Specialist Team to manage complex scenarios, particularly where joint policies or beneficiary structures present potential risk, enabling consistent, informed decision-making centered on customer safety.

Internally, we’ve invested in building capability across our teams through training, guidance and clear escalation pathways, ensuring that disclosures are met with appropriate care and sensitivity.

Just as importantly, we are continuing to evolve our product and process design to reduce the risk of insurance being misused as a tool of financial abuse, and to strengthen protections for vulnerable customers.

This is not a challenge any one organisation can address in isolation. Through our work with the Council of Australian Life Insurers (CALI), and contributions to broader industry engagement and government consultation, we are supporting a more consistent, system-wide approach.

What we are seeing is a shift, from insurance as a financial product, to insurance as part of a broader support system during some of life’s most difficult moments.

There is more to do, but the direction is clear. By working together, our industry has an opportunity to play a meaningful role in improving safety and outcomes for those who need it most.