How can we support you?
At Genus Life Insurance Services (Genus), we are committed to providing our customers with integrity, respect, nobility, and compassion.
We understand that everyone’s individual situation and circumstances are different, and sometimes we all need extra care and support.
Whether you’re making a claim or experiencing hardship we put our clients’ needs first at all times and are here to provide the support you need.
We recognise that everyone may experience vulnerability at some point in their lives.
Vulnerability can come in many unique forms such as illness or injury, age, loss of income, changes in the community, family violence, Aboriginal or Torres Strait Islander status and or personal circumstance as well as other factors such as disability, financial distress, language barriers, literacy barriers, mental health, remoteness, suicidality or suicidal behaviours and the loss of a loved one.
At Genus, we are committed to taking extra care in supporting our vulnerable customers and we will treat you (and your family, carer, or support person) with empathy, compassion, and respect.
Finding out what support is available may be helpful if you’re in need of extra assistance. We have in place appropriate information, tools and services for you to access.
If you would like further information regarding how we support our customers experiencing mental health conditions(s) please click here.
When can I ask for help?
We understand that asking for help isn’t always easy. However, our employees are trained in identifying and supporting our customers experiencing vulnerability. In addition, we have a Client Care specialist team dedicated to working with customers who need additional assistance.
We encourage you (or your representative) to tell us of any extra care you may need or vulnerability you may have and we can arrange support and help you to access our services.
If you need support to meet verification and identification requirements at claim time, we will take reasonable steps to support you. To assist us you may also wish to let us know of your background and circumstances such as if you are from an Aboriginal or Torres Strait Islander community, a non-English speaking background or impacted by domestic family violence.
How to access support
Here is some helpful information on how we can support you and the services we offer:
Domestic and Family Violence
Telecommunication Relay Services
Genus Client Services Team
There are also a range of free external support services available to all Australians facing challenging personal circumstances and in need of help.
No matter your situation, please don’t hesitate to reach out to the following organisations and always call 000 if you or your family are in immediate danger.
National 24-hour domestic and family violence and sexual assault line.
A confidential 24/7 helpline service with Lifeline-trained Aboriginal & Torres Strait Islander Crisis Supporters.
Protecting your privacy
The protection of your information and privacy is important to us.
In order to help you, your information may be recorded so that we can arrange the appropriate support as well as keep a record of any ongoing assistance you may need.
Please visit our privacy page for more information on how we collect, store, and use your information.
Genus acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past, present and emerging.