Direct Insurance Brokers Pty Ltd is committed to providing respectful, compassionate and practical support to clients who may need additional assistance when arranging or managing their insurance.

We recognise that clients may experience circumstances that make it more difficult to engage with us, whether temporarily or on an ongoing basis. These circumstances can include financial hardship, family violence, illness, disability, communication barriers, language needs, natural disasters, significant life events, or other personal circumstances.

You do not need to identify yourself as a vulnerable person to receive support. If there is anything we can do to make it easier for you to communicate with us or access our services, please let us know.

Supporting Vulnerable Clients

a) If support or assistance is needed, we will work with clients to try to find a suitable way to proceed. We will do this as early as practicable, whilst at all times respecting each client’s right to privacy and self-advocacy.

b) If we are advised or we identify that clients need support from a third party (e.g. a lawyer, interpreter, or friend) we will make reasonable accommodations to allow for this.

c) We will endeavour to make sure our processes are flexible enough to recognise the authority of a support person.

d) We have internal policies and training appropriate to our employees’ roles to help them:

1. Understand and recognise vulnerabilities;
2. Understand support options available to vulnerable persons and to what extent we can provide support;
3. Take account of a client’s or potential client’s particular needs or vulnerability; and
4. Engage a client or potential client with sensitivity, dignity, respect and compassion – this may include arranging additional support, for example by referring a client or potential client to people, or services, with specialist training and experience.

Support Resources