Customer Support Services
We encourage you to tell us about your circumstances, so we can work with you to arrange support where possible.
We also want you to have an excellent customer experience with us. So, if we've fallen short of your expectations, we want to know about it. This way we can try and fix the problem.
We encourage customers experiencing vulnerability to tell us about their circumstances as quickly as possible, so we can work with them to identify how we can best support them. Where we recognise a customer is in vulnerable circumstances, we'll engage them with sensitivity, dignity, respect and compassion. Once we are in a position to understand their needs, we'll work with them to provide the appropriate levels of care and support.
The following list of services are free, confidential and professional, and are designed to give you the support you need.
Domestic and family violence (See our policy further down this page)
1800 RESPECT - National family violence and sexual assault counselling line.
Phone: 1800 737 732 (24/7)
Local Support (Tasmania) Family Response and Referral Line
Phone: 1800 633 937
Relationships Australia - Provides support groups and counselling on relationships, and for abusive and abused partners.
Phone: 1300 364 277
Aboriginal Family Domestic Violence Hotline - Victims Services has a dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.
Phone: 1800 019 123
Support for children
Child Protection Helpline
Phone: 132 111
Kids Helpline - Free, private and confidential, telephone and online counselling service specifically for young people aged between 5 and 25 in Australia.
Phone: 1800 551 800
Australian Childhood Foundation - Counselling for children and young people affected by abuse.
Legal and Financial Support
Phone: 1300 366 611
Road trauma support
Financial counselling support
Mental health & wellbeing
Beyond Blue - Over the phone, web and email support to people experiencing anxiety or depression.
Phone: 1300 224 636 (24/7)
MensLine - National telephone and online support, information and referral service for men with family and relationship concerns. The service is available from anywhere in Australia and is staffed by professional counsellors experienced in men's issues.
Phone: 1300 78 99 78 (24/7)
Life and crisis support
Lifeline - National charity providing all Australians experiencing a personal crisis with access to 24/7 crisis support and suicide prevention services.
Phone: 13 11 14 (24/7)
QLife - National telephone and web based counselling, referrals and support groups for LGBTIQ people and their families.
Phone: 1800 184 527 (Seven days, 3pm to midnight)
Family Violence Policy
RACTI Family Violence Policy
If you are experiencing family violence:
- Call 000 if you're in immediate danger.
- To access 24/7 counselling and support call 1800 RESPECT or visit them online.
The referral services above provide additional contacts for services to assist those experiencing family violence.
How we can help
We understand that domestic and family violence is a very sensitive issue which can make it difficult to disclose. We have processes in place and our staff have been trained in how we can support you. If you are one of our customers and experiencing family violence, we encourage you to contact our office and make it known to us.
All customer facing staff have been provided with training that enables them to:
- Be aware of and locate our policies and procedures for engaging with someone experiencing family violence.
- Identify customers affected by family violence.
- Appropriately and sensitively deal with customers affected by family violence.
- Apply this family violence policy and procedures.
Protecting private and confidential information
Depending on your personal circumstances, we can help you:
- Change your policy details to help you protect the security of your information, however please note if your policy remains a joint policy, policy information will still be available to the co-insured.
- Change arrangements for sending documents to you. For example, we can send information to an email address or we can arrange for you to collect information from one of our branches.
Management of service suppliers
We have contracts in place with service suppliers acting on our behalf (such as loss assessors, investigators and service providers conducting repairs). Our contracts with them have provisions to ensure that service suppliers protect customers private and confidential information in accordance with Australian privacy laws.
Service suppliers appointed by us and acting on our behalf (who enter your home) will be provided with the information necessary to be able to complete the services on our behalf; and to ensure that they can:
- Deal with you and your situation sensitively.
- Comply with our Vulnerability/Family Violence Policies and Procedures when providing services to you.
- Be warned if they may be putting themselves in danger.
Minimising the number of times the customer has to disclose
We understand how difficult it is to discuss family violence with us and we will attempt to minimise the need for you to have to repeat your situation when dealing with us.
Insurance claims, handled with empathy and care
- Will clearly, empathetically and transparently explain the claims process.
- Will ensure that the claims assessment process takes into account an insureds situation in relation to:
- Allowing additional time for insureds to respond to our requests.
- Limiting our requests for information.
- Not requiring you to make contact with the alleged perpetrator or report the alleged perpetrator to police before the claim can be assessed..
- (Or anyone acting on our behalf) who interview or undertake investigations will be appropriately trained under the investigations standards of the Code.
- May need to disclose limited information about the family violence situation to trades/repairers who need to attend a property and could be entering a dangerous environment.
- Undertake appropriate checks to ensure that claims are paid to the appropriate person.
We recognise that family violence is a potential cause of financial hardship. If you are experiencing financial hardship, we can discuss with you how we can assist. This assistance may include:
- Reviewing what's in your policy and providing you with information to help you consider how you may be able to reduce your premium.
- Flexible payment options such as paying by instalments.
- Provide you with information about financial counselling services.
During a major disaster we may utilise the services of qualified counsellors to assist claims employees in interacting with customers affected by the event. Those counsellors can also help identify issues of violence, financial hardship and mental health.
Supporting employees who are affected by family violence or who experience vicarious trauma after dealing with customers affected by family violence
We have measures in place to support staff who have experienced family violence themselves or experience vicarious trauma through dealing with our customers. Those measures include:
- Flexible working arrangements.
- Time off work.
How to make a complaint
Please follow the process outlined in our Complaints Handling Guide so we can resolve your concerns as quickly and fairly as possible.
Your feedback is important, as it helps us improve our standards.
You can get in touch with us to provide yours.
General Insurance Code of Practice
RACT Insurance subscribes to the General Insurance Code of Practice (Code).
The Code outlines minimum standards of service that you should expect from insurers that have adopted the Code.
The standards covered by the Code are customer centric with the aim of delivering good consumer outcomes by setting industry standards above those mandated by the law. Those standards cover us, our Distributors and Suppliers, buying and renewing insurance, claims handling, supporting customers experiencing vulnerabilities and complaints handling.