Our Commitment
Quartz Claims Pty Ltd (“Quartz Claims”, “we”, “us”) recognises that some customers may experience circumstances that make it harder to engage with the claims process or increase the risk of harm.
We are committed to treating all customers fairly, respectfully and with empathy, and to providing additional support where vulnerability is identified.
What Does “Vulnerability” Mean?
A customer may be considered vulnerable when personal circumstances, characteristics or life events affect their ability to:
- understand information,
- communicate effectively,
- make decisions, or
- safeguard their interests during the claims process.
Vulnerability can be temporary or ongoing, and may change over time.
Common examples include (but are not limited to):
- family or domestic violence
- mental health distress, trauma, grief or shock
- serious illness, disability or cognitive impairment
- financial hardship or housing insecurity
- language, literacy or digital access barriers
- impacts from natural disasters or major life events
- isolation, lack of support networks, or caring responsibilities
How We Support Vulnerable Customers
If we identify or you tell us that you need extra support, we will work with you to adjust our service in a way that suits your needs.
This may include:
- using plain language and explaining steps clearly
- allowing extra time to provide information or documents
- offering your preferred contact method and safe contact times
- providing written summaries of key decisions or next steps
- limiting the need to repeat sensitive information
- arranging a single point of contact where appropriate
- involving a support person or interpreter (with your consent)
- referring you to hardship options or external support services
You can tell us at any time if something is making the claims process difficult for you.
Family and Domestic Violence
If you disclose, or we identify indicators of, family or domestic violence, your safety is our priority.
We will:
- confirm the safest way to communicate with you
- take steps to protect your confidentiality
- avoid unnecessary sharing of information
- minimise the need for repeated disclosure
- tailor support arrangements to your circumstances
If there is immediate danger, we encourage contacting emergency services on 000.
Privacy and Confidentiality
We handle information about vulnerability with care.
We will:
- only collect information necessary to provide support and manage your claim safely
- restrict access to sensitive information on a need-to-know basis
- not disclose vulnerability information without your consent unless required by law or necessary for service delivery and safety
Our handling of personal information is governed by our Privacy Policy.
External Support Services
Where appropriate, we may offer information about independent support services. You are not required to accept referrals.
Examples include:
- Emergency: 000
- 1800RESPECT (family & domestic
- violence): 1800 737 732
- Lifeline: 13 11 14
- Beyond Blue: 1300 22 4636
- National Debt Helpline: 1800 007 007
- MensLine: 1300 78 99 78
- 13YARN (Aboriginal & Torres Strait Islander crisis support): 13 92 76
Complaints or Concerns
If you have concerns about how we have supported you, or feel your vulnerability has not been handled appropriately, you can contact us at any time.
We will:
- listen respectfully,
- review your concerns fairly, and
- work with you to resolve the issue.
Contact Us
If you would like support, adjustments to how we communicate, or have questions about this policy, please contact us:
Quartz Claims Pty Ltd
info@quartzclaims.com