Vulnerability Policy

FreightSafe’s role is to be aware and considerate of customers experiencing vulnerability.

As an Australian Financial Services Licensee and General Insurance Code of Practice Subscriber, FreightSafe will do all things necessary to ensure that it’s Claims Handling Services are provided efficiently, honestly and fairly in all dealings with customers. This Policy establishes FreightSafe’s Commitment to identifying and supporting vulnerable customers to ensure they have equitable access to our services, while meeting our obligations under the General Insurance Code of Practice 2020 (GICOP).

FreightSafe is acutely aware that changes to an individual’s circumstances can happen at a moment’s notice and we seek to handle these changes sensitively. Any customer is potentially vulnerable when their specific circumstances place them in a position where additional support might be needed to ensure they get the best possible outcome.

There are many forms of vulnerability and there is no one-size-fits-all approach to supporting vulnerable customers. Whilst some vulnerabilities are permanent, others can be fluid, temporary or occur at changing intervals, or lead to other or enhanced levels of vulnerability.

Tell Us Once Approach 

When you as a customer share information about your vulnerability with us, we will record this information to avoid the need for you to have to repeat it in the future.

Where available and practicable, we will take reasonable steps to provide you with access to a means of communicating effectively with us. This assistance may be provided using available interpreter services if you ask us to, or if we need an interpreter to communicate effectively with you.

The Australian Government’s Translating and Interpreting Service (TIS National) provides:

• Immediate phone interpreting; 24 hours a day, 7 days a week
• Pre-booked phone interpreting
• On-site interpreting
• Automated Telephone Interpreting Service (ATIS)

This ensures we can provide all individuals with a positive experience with their claim.

Our Staff
All FreightSafe staff have completed training on ANZIIF’s General Insurance Code of Practice on caring for a vulnerable customer, are aware of identifying vulnerability, and are able to respond accordingly. We are committed to the ongoing training of our employees to help them:

• Understand if a customer may be vulnerable;
• Determine how to best support a vulnerable customer;
• Take account of a customer’s particular needs or vulnerability;
• Engage with a vulnerable customer with sensitivity, dignity, respect, and compassion. This may include arranging additional support and referral to specialised people or services.

How do we know if a client is vulnerable?

A person’s vulnerability may be due to a range of factors such as:

Personal Issues:

• Health (physical or mental)
• Age
• Functional literacy
• Relationship breakdown
• Family violence
• Financial distress

Community Issues:

• Natural disasters
• Pandemic
• Access to services (medical or schooling)
• Geographic isolation (remote communities)
• Financial literacy

Business Issues:

• Economic downturn
• Employment opportunities
• Financial lending practices

This is not a complete list and FreightSafe Employees keep an open mind regarding what constitutes a vulnerability.

It is imperative that FreightSafe employees also take the necessary measures to make all claim interactions a positive experience, which is guided, prompt and respectful. When speaking to a customer, they may open up about their experiences with vulnerability or hardship. Our team will also know to offer contacts for any of the services below:

This policy should be read in conjunction with our:

• Financial Hardship Policy
• Family and Domestic Violence Policy

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

Email: [email protected]

Phone: 1300 733 033

This policy was last updated July 2025.