Allianz supports customers experiencing family violence

Did you know that an estimated 3.6 million Australian adults (20% of the population) reported experiencing physical and/or sexual family and domestic violence since the age 15?¹  Or that, on average, police attend a family violence incident every six minutes in Victoria?²

It’s statistics like these that have prompted Allianz to reaffirm its commitment to its customers who have experienced family violence to ensure they receive access to essential support services. 

We’ve recently put in place a new Family Violence Policy outlining all the support measures customers can access if they’re in a family violence situation. We also provide access to a specialist support program CareRing, part of Uniting, which runs a specialist and confidential referral phone-based support service.

Sema Musson, Allianz General Manager, Corporate Governance and Sustainability, says the organisation supports every effort to end violence against women and anyone else impacted by violence.

“We recognise that family violence is not only a community issue, but one that permeates organisations, and their employees and customers,” she says. “We’re committed to helping our customers – and everyone who works with us – feel safe, supported and informed. 

Sema encourages any Allianz customers who are concerned they are in a family violence situation to flag that they need support. This is timely given the world will soon mark International Day for the Elimination of Violence Against Women, which is commemorated every year on 25 November.

We’ve supported customers through more than 500 domestic violence cases since launching our original Family Violence Policy in 2020, during the early stages of the COVID-19 pandemic. Our new policy outlines our duty of care and is designed to respond flexibly to customers’ individual circumstances. 

All of Allianz’s frontline employees receive online training and undergo workshop training to identify customers at risk of domestic or family violence, and help them manage the situation. If a customer is identified as needing assistance, or request help themselves, they are often referred to a specialist care manager within Allianz’s High Care Team.*

Case managers in the High Care Team undertake intensive training to provide tailored support to customers most in need. They become the customer’s main point of contact in any future dealings so the customer isn’t faced with having to retell their story when they call. They provide additional confidentiality protections, a sensitive approach to claims handling (particularly when a joint policy is in place) and can offer financial hardship assistance if needed. 

Importantly, they’re well positioned to refer the customer to CareRing if they require additional support beyond their insurance claim.

Anysia Menadue, Team Leader at CareRing, says family violence comes in a variety of forms. 

“Family violence can incorporate financial abuse, as well as cultural and psychological abuse. Sometimes physical abuse is the last expression of that violence. Family violence really encompasses everything that can be used to coerce or control someone – and that can present itself in different ways.” 

CareRing offers holistic support to its clients across a wide variety of specialties, encompassing family services, alcohol and other drug support, housing support and homelessness. It works with several large organisations nationally, such as Allianz, to deliver assistance to customers who might otherwise fall through the cracks. 

Anysia explains that family violence is one of the main concerns CareRing sees across the range of people it works with, although homelessness and mental health are also increasing. What everyone who engages with CareRing has in common is that they experience financial hardship.

CareRing’s independence from Allianz is critically important. “When we speak to the client, we’re not part of Allianz. That’s really important for us and it’s important for Allianz, too. We may need to address topics that the customer may not feel comfortable talking to Allianz about. At the same time, Allianz really wants what’s best for their customers.”

Sema Musson says CareRing assists Allianz in ensuring vulnerable customers are given comprehensive support. “CareRing’s services are free and confidential to the customer – and we always seek the consent of the customer before we refer them to the CareRing support network,” she says. 

She adds that the division between Allianz and CareRing is in customers’ best interests and helps them get additional support and the confidential assistance they need.  

“CareRing plays a critical role because, as an insurer, we’re there to help our customers with their claim as best we can,” she says. “We’ll always do what we can to assist our customers. But sometimes those customers need the extra support that only a specialist program like CareRing can provide.” 

You can find out more about family and domestic violence support services available to customers facing difficult circumstances.