Support for Vulnerable Customers

At Asteron, we are committed to supporting our customers who may be experiencing vulnerability or customers who have unique needs, including customers experiencing financial hardship or impacted by domestic and family violence.

We recognise that everyone’s situation and needs are different and that it may be harder to access our products and services. We will treat you, your family, carer or support person with empathy, compassion and respect and we will take additional care when dealing with people of Aboriginal or Torres Strait Islander Status about Funeral Insurance or other insurance to ensure their consent is genuine.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

• health conditions, including mental health conditions and suicidality or suicidal behaviours;
• disability;
• age;
• injury;

• domestic and family violence;

• language or literacy barriers;
• living in remote locations;
• cultural backgrounds i.e. people of Aboriginal or Torres Strait Islander Status; and

• other relevant circumstances, including financial hardship.

How we can help

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times. If you tell us or we identify that you need extra support to access our services due to vulnerability or unique needs we will work with you to find a suitable, sensitive and compassionate option and we will protect your right to privacy.

Here are some links where you can find out how we can support you. Alternatively, please contact us to discuss what options might be available to you.

• Domestic and Family Violence Policy

• Financial Hardship Policy

• Translation Services