If you need to talk to someone urgently instead, these lines are open 24 hours a day.
At different stages of life, our clients may face situations that increase their risk of loss, harm or disadvantage, and extra care can make a real difference. Vulnerability can be short term or ongoing, and it can affect anyone. We are committed to supporting clients experiencing vulnerability by making sure they get the service they need, and will work with you, or with the person representing you, to find the best way to help.
This list is not exhaustive. If your situation is not here, please still get in touch.
Your privacy. We understand that discussing personal circumstances can be difficult. You will be treated with empathy, and any personal information you share will be handled in line with our Privacy Policy. You only need to tell us what you are comfortable telling us.
Getting in touch
Whichever is easiest for you. There is no wrong way to start.
Speak to your broker
Call your account manager or your nearest branch. If you would rather speak to someone other than your usual broker, just ask.
Ask for an interpreter
We will arrange an interpreter where practicable, if you ask us to or if we need one to communicate with you properly.
Use the National Relay Service
If you are deaf or have a hearing or speech impairment, the relay service can connect you to our Perth office. Steps below.
Bring someone with you
You are welcome to bring a family member, friend, lawyer or consumer representative. We will recognise their authority to act for you.
National Relay Service
Call the relay number that suits you, then ask for our Perth office on (08) 6279 2300.
Support directory
If you or the person representing you needs additional support, we may refer you to one of these services. All are free. Filter by what you need, or search by name.
Showing all 14 services
Police, fire and ambulance. Call any time you or a family member are in immediate danger.
National domestic and family violence and sexual assault counselling line.
Support, information and referral for men dealing with family and relationship concerns.
Counselling and referral service for people in a crisis situation.
Support for people experiencing anxiety or depression.
Crisis support line run by and for Aboriginal and Torres Strait Islander people.
Free, confidential financial counselling for people in financial difficulty.
Free, confidential and independent financial advice, and a directory of counsellors near you.
Free legal assistance and support for women escaping and recovering from violence and abuse.
Independent not-for-profit centres providing legal and related services, focused on people facing disadvantage.
Interpreting for people who do not speak English, and for the businesses that need to speak with them.
Australia-wide phone access for people who are deaf or have a hearing or speech impairment. See the relay steps above.
National peak body representing Aboriginal Community Controlled Health Services on health and wellbeing.
Information and support relating to health and disability, family and domestic violence, scams and identity fraud. No single phone number, as these sit across different departments.
Other places to ask
Most large providers have a hardship team. Asking costs nothing and does not affect your insurance with us.
Your bank or lender
Your bank may be able to provide relief on mortgage or loan repayments, or offer other forms of assistance. Ask to speak with their hardship team.
Your utility providers
If you are finding it difficult to pay your electricity, gas or water bills, give your utility company a call. Most have hardship programs and payment plans available.
Tell us as much or as little as you want to. We will take it from there.