Financial Hardship Policy

While FreightSafe looks to provide support and understanding to all claimants, we understand that sometimes an additional layer of support is required to those facing vulnerability and/or hardship. Our goal is to identify distress and hardship early, provide appropriate support and sustainable options whilst engaging with customers with flexibility and compassion. This policy sets out our approach for identifying and supporting customers experiencing financial hardship with us as a Claims Handling Service, while meeting our obligations under the General Insurance Code of Practice 2020.

 

Additionally, we understand that some customers may find it difficult to collect certain information required to process or assess their claim, so we will continue to listen and be flexible and pragmatic in our approach, wherever possible.

 

We encourage you to speak with your claims assessor who will be able to assist you with any concerns you may have regarding your claim.  Our claims assessors are here to support you as follows:

  • Providing one-on-one support.
  • Prioritising and processing claims quickly.
  • Fast tracking payments within 48 hours.
  • Helping to arrange access to financial hardship assistance.

 

Below are free and confidential financial counselling resources that can provide advice to Australians in every State and Territory:

 

Please let us know if we can help refer you to external services such as community support and financial counselling services.

 

A Financial Hardship Application form may be requested from FreightSafe, and is also available on our website: https://freightsafe.com/financial-hardship-policy-carrier/

Please complete and return the form to FreightSafe, along with any supporting information or documentation which may assist in the consideration of your application. The completed application form and supporting information should be sent to the Claims Manager: [email protected]

 

We will put any recovery action on hold pending the outcome of your application for Financial Hardship. We will acknowledge your Financial Hardship application within 5 business days of receipt and may request additional information in order to make an accurate assessment of the application. You have 21 business days to provide any additional information requested. Once all information has been received, we will inform you in writing of the result of your application within 10 business days. Application outcomes may include Approval, Partial Approval or Denial.

 

In the event of Financial Hardship Approval or Partial Approval, the following options may be presented to you:

  • Fast-track claim processing
  • Expedited partial or full claim payment
  • Holding any recovery attempts
  • Other (including a combination of the above options)


Our commitment to protecting customer privacy

FreightSafe will provide for the secure and confidential handling of private and confidential information and personal information about any customers affected by vulnerability of any kind. The General Insurance Code of Practice requires subscribers and their Supply Chain Partners, of which FreightSafe is one, to protect the rights to privacy of vulnerable customers who have notified us of their need for additional support from another party such as a lawyer, a consumer representative, an interpreter or a friend. We are here to help you and to do so discreetly.

 

Additionally, FreightSafe commits to:

  • Ensuring it has systems in place to keep the customer’s contact information secure and confidential.
  • Giving customers access to personal information held about them in accordance with the FreightSafe Privacy Policy.
  • Providing interpretive services, such as if English is your second language or you are hearing impaired.
  • Providing specialist services, such as if you are experiencing domestic or family violence.

 

This policy should be read in conjunction with our:

  • Vulnerability Policy
  • Family and Domestic Violence Policy

 

A copy of the FreightSafe Privacy Policy can be viewed here.

 

If you believe that your privacy has been compromised or if you believe that FreightSafe has not complied with the Privacy Act or the Australian Privacy Principles, please contact our FreightSafe Privacy Officer at [email protected]. Requests should be made in writing and will be investigated and responded to promptly.

 

For further Support from our team, please reach out via:

Email: [email protected]

Phone: 1300 733 033

 

This policy was last updated July 2025.

Download Financial Hardship Application Form