Family & Domestic Violence Policy

Purpose

Quartz Claims recognises that family and domestic violence (FDV) can have profound physical, emotional, social and financial impacts on individuals and families. We are committed to treating these matters with sensitivity, respect and confidentiality, and to providing appropriate support and assistance to affected customers throughout the claims process.

This Policy outlines how we identify, respond to and support customers affected by family and domestic violence, ensuring they are treated fairly and with understanding at every stage of their interaction with us.

What is Family and Domestic Violence

Family and domestic violence refers to behaviour in family or intimate relationships that is violent, threatening, coercive or controlling, and which causes a person to live in fear.

This can include:

physical abuse
emotional or psychological abuse
financial control
threats or intimidation
isolation from family, friends or services
damage to property

We understand that experiences of FDV are highly personal and can affect people differently, including their ability to engage with claims, provide documentation, or participate in decision-making.

Our Commitment

Quartz Claims is committed to supporting customers who are experiencing family and domestic violence by:

responding with empathy, respect and without judgement
ensuring privacy, confidentiality and discretion
offering flexible and supportive claims handling options
assisting where financial, physical or emotional pressures are present
ensuring customers understand their options and rights

We will not disadvantage or penalise a customer for taking steps to protect themselves or their family.

Identifying FDV in a Claims Context

Customers may choose not to disclose their situation directly. However, FDV may become evident through the claims handling process, for example when:

customers have difficulty meeting standard information requests
contact details change frequently due to safety concerns
communication styles reflect distress or fear
customers ask for special handling due to personal circumstances

Where there are indicators or disclosures, staff will respond sensitively and in accordance with this Policy.

How We Support Customers Affected by FDV

Where a customer discloses or is assessed as potentially affected by family and domestic violence, Quartz Claims may provide support including:

Flexible communication: Arranging preferred contact methods and times; use of secure channels if appropriate.
Extended timeframes: Adjusting standard timelines to accommodate personal circumstances.
Alternative documentation options: Accepting alternative forms of evidence where safety is a concern.
Referral to support services: Where appropriate and with consent, providing information about community and support services.
Privacy protections: Ensuring customer information is handled with strict confidentiality, in line with our Privacy Policy.

These adjustments are made on a case-by-case basis, with the customer’s safety and wellbeing at the forefront of decision-making.

Confidentiality and Privacy

We treat disclosures about family and domestic violence with the highest level of confidentiality. Personal information will only be shared where:

the customer consents
it is necessary to provide support, manage the claim, or comply with legal requirements

All staff are trained to handle sensitive information in accordance with our Privacy Policy and Information Security Policy.

Staff Responsibilities

All staff involved in customer contact and claims handling must:

act with empathy and professionalism
respect customer confidentiality and dignity
respond in accordance with this Policy and related procedures
consult with a manager if unsure how to support a customer

We do not expect staff to be counsellors, but we do expect them to respond appropriately and connect customers with support.

Training and Awareness

Quartz Claims provides regular training to staff on:

recognising indicators of FDV
appropriate and sensitive communication
internal procedures for supporting affected customers
how to access internal support and escalation pathways

Training is monitored to ensure it remains effective and up-to-date.

Complaints and Feedback

Customers affected by family and domestic violence have the right to raise concerns or complaints about how their claim was handled.

Complaints are managed in accordance with the Complaints & Internal Dispute Resolution (IDR) Framework, and will be treated with sensitivity and priority.

Policy Review

This Policy will be reviewed regularly to ensure it continues to meet the needs of customers and reflects best practice. Reviews may also be triggered by:

legislative or regulatory change
insurer, industry or community guidance
feedback or trend analysis from claims and complaints

Contact Us

If you or someone you are assisting is experiencing family or domestic violence and needs support, please contact us using the following details:

Quartz Claims

info@quartzclaims.com

+61 2 7245 8910