Family Violence, Supporting Vulnerable Clients and Financial Hardship Policy

This policy was published on 2025-10-14.

This policy has been developed to comply with the National Insurance Brokers Association (NIBA) Insurance Brokers Code of Practice and outlines how Edgewise Insurance Brokers Pty Ltd, its trading brands, and Authorised Representatives identify and support vulnerable clients, including those affected by financial hardship and family violence.

Definition of Clients

“Clients” includes:

• Clients of Edgewise
• Individuals entitled to financial hardship support under the Code
• Individuals from whom Edgewise is seeking recovery for damage caused to an insured client

Vulnerability Factors

A person may be vulnerable due to:

• Age
• Disability
• Mental health conditions
• Physical health conditions
• Family violence
• Language barriers
• Cultural background
• Aboriginal or Torres Strait Islander status
• Remote location
• Financial distress

Policy Statement

Edgewise is committed to:

• Honesty, integrity, and compliance with the Code
• Informing clients, employees, and stakeholders about available support
• Training employees to:
  • Identify vulnerable clients
  • Determine appropriate support
  • Consider individual needs
  • Engage with sensitivity, dignity, respect, and compassion

Edgewise may vary its approach based on individual circumstances and insurance partner procedures.

Family Violence

Definition (Family Law Act 1975, section 4AB):

“Violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful.”

Includes:

• Emotional, psychological, sexual, financial/economic abuse
• Property damage

Edgewise Commitments:

• Facilitate identification of family violence
• Prioritise safety of affected clients and their families
• Treat affected clients with dignity and respect
• Provide appropriate support

Assisting Clients

Edgewise can assist vulnerable clients by:

• Ensuring safe and confidential communication
• Helping set up new insurance policies
• Arranging access to financial hardship support
• Referring to specialist support services

Support may vary under binder agreements with insurance partners.

Third Parties

Edgewise will accommodate support from third parties (e.g. lawyer, interpreter, friend) when identified or requested.

Financial Hardship

Definition: Difficulty meeting financial obligations to Edgewise or its insurance partners.

Support Includes:

• Respectful, empathetic engagement
• Referral to insurer for premium support
• Fast-tracking claims for urgent financial need
• Assistance with insurer hardship applications

Process:

• Complete insurer’s assessment form with evidence
• Edgewise lodges and monitors application progress

External Support:

• National Debt Helpline: 1800 007 007

Training

Training is tailored to employee roles and contact levels with clients. It ensures employees:

• Understand policies and procedures
• Identify and sensitively engage with vulnerable clients
• Apply relevant policies in client interactions

Confidentiality

Edgewise will work with clients to ensure their private and confidential information is protected.

Reporting

Any notification of vulnerability or financial hardship must be reported to the Compliance Manager.

Support Services and Resources