Supporting Customers Experiencing Financial Hardship
What Is Financial Hardship
Financial hardship is when a person is unable to meet reasonable financial obligations due to circumstances outside their control.
This may include situations such as:
- loss of income or employment
- illness, injury or disability
- unexpected expenses
- family or domestic violence
- natural disasters or significant personal events
We recognise that financial hardship can affect people differently and may be temporary or ongoing.
Our Commitment
When a customer is experiencing financial hardship, Quartz Claims is committed to:
- listening with empathy and without judgement
- treating customers with dignity and respect
- considering individual circumstances
- providing clear information and options
- working with customers to find reasonable solutions
We will not disadvantage a customer for telling us they are experiencing financial hardship.
How We Can Support You
If you are experiencing financial hardship, we may be able to help by:
- Flexible communication: Adjusting how and when we communicate with you.
- Extended timeframes: Allowing more time to provide information or documentation.
- Alternative evidence options: Considering alternative documentation where appropriate.
- Prioritised claim handling: Progressing claims where possible to reduce financial stress.
- Referrals to support services: Providing information about independent financial or community support services where appropriate.
Support is assessed on a case-by-case basis and tailored to your circumstances.
How to Let Us Know
You can tell us you are experiencing financial hardship at any time during your claim.
You can do this by:
- speaking to your claims handler
- calling or emailing our team
- asking a support person to contact us on your behalf
You do not need to provide detailed personal information unless you choose to, and we will only ask for information that is reasonably necessary to support you.
Privacy and Confidentiality
We treat information about financial hardship as sensitive and confidential.
Any personal information you provide will be handled in accordance with our Privacy Policy and will only be shared where:
- you consent; or
- it is required to manage your claim or meet legal obligations.
Vulnerable Customers and Additional Support
If financial hardship is linked to other vulnerabilities, such as health issues or family and domestic violence, we will take additional care in how we support you.
This may include enhanced support measures under our Vulnerable Customers and Family & Domestic Violence policies.
If You’re Unhappy With Our Service
If you are unhappy with how we have handled your claim or request for hardship support, you can raise a concern or make a complaint.
We will:
- listen to your concerns
- review the matter fairly and independently
- provide a clear response
- explain your options if you remain dissatisfied
Complaints are handled in line with our Complaints & Internal Dispute Resolution process.
Translation and Accessibility Services
If you would like to communicate in a language other than English, or need additional accessibility support, please let us know.
Interpreter and relay services are available at no cost to you.
Contact Us
If you are experiencing financial hardship and would like support, please contact us:
Quartz Claims
info@quartzclaims.com