Anyone can experience vulnerability, at any time. If you need extra care, we will adjust how we work to meet you where you are.
This document sets out our commitments to you. We review it regularly and update it when our practices or obligations change.
MHIA is committed to providing extra care to customers, claimants and others who interact with us who are experiencing vulnerability. We take active steps to identify vulnerability, respond with flexibility and compassion, protect privacy and safety — and we take particular care in cases involving family violence.
This policy applies to all our individual customers, including policyholders, applicants for cover, beneficiaries, and third-party claimants. It is consistent with Part 9 of the General Insurance Code of Practice and reflects industry family violence standards.
Vulnerability is the increased risk of harm a person can experience when interacting with us. It is dynamic — anyone can become vulnerable at any time. You may be vulnerable for a short time, an extended period, or permanently. Common drivers include:
Important: You do not need to formally confirm vulnerability before we adjust our approach. If something in our conversation suggests extra care would help, that is reason enough.
There are two ways vulnerability is recognised in our conversations with you:
You — or someone acting for you — tell us about your circumstances. We respect your right to share as much or as little as you wish, and we will not press for detail beyond what we need to support you.
A staff member may notice something during our conversation — for example, signs of distress, difficulty understanding information, a third party speaking for you in a way that doesn't feel right, references to safety concerns, or anything else that suggests extra care is warranted.
Where vulnerability is recognised, we record it on your file using internal codes, with your consent where required, so that future interactions are handled consistently. We handle this information in line with our Privacy Policy.
Vulnerability considerations are embedded across our claims, complaints, underwriting, financial hardship and product governance processes, so the support described in this policy follows you through every part of your dealings with us.
Family violence — including physical, sexual, emotional, psychological and economic abuse — can affect anyone. Insurance interactions can put victim-survivors at further risk if handled without care. Where we know or suspect a customer is affected by family violence, we will:
Where a policy is held jointly, family violence can create complex situations — for example a claim under a shared policy where one party is the perpetrator. In these cases we take additional care, separate the parties' contact arrangements, and seek legal advice where appropriate. We will not require a victim-survivor to interact with the perpetrator to resolve a claim or policy issue.
Depending on the circumstances, we may:
Our staff receive regular training in recognising vulnerability, trauma-informed communication, family violence awareness, cultural sensitivity and accessibility support, so the extra care described in this policy is applied consistently.
We offer free interpreter services through the Translating and Interpreting Service (TIS National) on 131 450. You do not need to ask in English — you can call TIS first and ask the interpreter to connect you to us. There is no cost to you for using an interpreter through this service.
You can contact us through the National Relay Service at accesshub.gov.au. The service offers SMS, captioned and text-based relay options.
We can provide documents in large print and will discuss other accessibility needs on request, including alternative formats and accessible meeting arrangements.
You can ask for support under this policy through any normal channel:
A support person, family member, financial counsellor, community worker or other authorised representative can contact us on your behalf with your consent.
You can also get free, independent and confidential help from:
If you — or someone acting for you — are unhappy with how your vulnerability has been handled, you can make a complaint at any time. We will acknowledge it promptly and respond within 30 calendar days. Our complaints process explains the steps in full.
If we cannot resolve your complaint, or you remain unsatisfied, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is free, independent, and its decisions are binding on us.
We will treat every customer as an individual. Where you need additional care — through age, illness, disability, language, culture, distance, distress, disaster, financial difficulty or violence in your home — we will adjust how we work to meet you where you are. We will move at your pace, protect your privacy, and put your safety first.