We’re here for you during life’s difficult moments with a range of extra care and support options. We can also provide support if you’re having trouble accessing or using our services.
Financial assistance
If you can’t make an upcoming payment, let us know straight away. We can work through a tailored solution to help you meet your obligations. Some of the ways we can help include:
- Reviewing your cover to make sure it meets your needs
- Changing how often you pay
- Extending your payment due dates
- Flexible settlement options when you make a claim.
Where to find more help
- Sorted provides free, impartial information and tools to help you manage your money.
- MoneyTalks has free budgeting and debt help.
Experiencing health issues
Your physical or mental health may be affecting your day-to-day life, making activities like managing your insurance harder. We’re here if you need some extra support.
If you’re struggling to pay your premiums or require assistance with your claim, let us know straight away so we can help you quickly. Conversations with our team are always private and confidential.
Where to find more help
The Mental Health Foundation of New Zealand has a wide range of helplines available.
Family and domestic violence
If you’re experiencing any form of family or domestic violence, your safety is our top priority. If you or a loved one are in immediate danger, please call Emergency Services on 111.
If you use the Quick Exit button, this page will not show up in your browser history. You'll be taken to Google.
How we can help
By letting us know about your situation, we can provide you with extra care and support while keeping the information you share confidential.
Our Family and Domestic Violence Policy sets out how we will support our customers who are affected by violence, abuse or threatening behaviour in domestic or family settings.
NZ Customer Family and Domestic Violence Policy
IAG Policy on Supporting Customers affected by Family and Domestic Violence
You can be reassured that if you are accessing information on our websites about family and domestic violence, or viewing this policy, it will not show up in your browser history. There is also a quick exit button should you need it.
You may also see the Women's Refuge Shielded Site icon on our websites, and others. This provides access to a shielded portal through which you can contact Women’s Refuge, find out how to make a plan to safely get out of a dangerous situation, learn how to stay safe online and get answers to questions about what comes next – By accessing the portal via this icon, it means the information will not show up in your browser history for anyone else to find.
Definitions
"Family and Domestic Violence" or "FDV" does not have a universal definition and can vary across different countries, states and territories. The core characteristic however is controlling behaviour, whether criminal or non-criminal, that is aimed to cause fear within another person or their family. FDV can include violence, abuse or threatening behaviour in domestic or family settings, as set out below:
a. Acts of violence that occur in domestic settings between two people who are, or were, in an intimate relationship. It includes physical, sexual, emotional, psychological and financial abuse
b. Any violent, threatening, or other behaviour by a person that coerces or controls a member of their family or household or makes the family or household member fearful
c. It may be a pattern of behaviour designed to make a person dependent by:
i. Isolating them from sources of support
ii. Exploiting their resources and abilities for personal gain
iii. Depriving them of means needed for independence, resistance and escape
iv. Regulating their everyday behaviour
Why this is important
This Policy sets out how IAG supports our customers who are affected by Family and Domestic Violence (FDV). It is important because we believe in doing the right thing by our customers, respecting who they are and their individual circumstances. This Policy supports IAG’s purpose and strategy by helping to make our customers safer and reducing the risk of harm from FDV.
This Policy is designed to produce these outcomes:
- Minimising the risk of harm to customers affected by FDV
- Supporting our customers with empathetic, consistent and timely responses in their dealings with IAG
How we support our customers
If a customer tells us they are affected by FDV, we can discuss options on how they can get support. We may refer them to a specialist team at IAG when appropriate. Our customers' safety is paramount.
If a customer is affected by FDV, we will keep information they give us about their situation confidential.
We will explore the most appropriate options for the customer’s insurance policy or claim with flexibility and care, including if the customer has a joint policy.
Our employees will be trained to:
a. Recognise customers who may be vulnerable, particularly if experiencing a claim event and FDV
b. Be flexible and explore the best options for the customer’s policy or claim, and
c. If it is appropriate, refer the customer to emergency services or to a trusted external support provider in the table below:
These services can be accessed online or over the phone for confidential online or telephone counselling, information and referral services.
We will train our relevant employees to understand and support customers who are experiencing vulnerability, including those affected by FDV. Training will depend on an employee’s role, and will include information about:
a. Making sure customers' safety is paramount, and referring them to emergency services if there is an immediate threat of harm
b. How to recognise that violence or abuse may be happening now, and may continue in the future
c. Understanding the impacts of trauma and how it can make a customer look, sound and behave
d. How best to support customers affected by FDV sensitively and empathetically, including:
i. Minimising the number of times a customer needs to disclose information about FDV
ii. Protecting information that is private and confidential, and
iii. Referring a customer to a specialist team or other services where appropriate
e. Understanding each customer's personal situation to consider financial hardship assistance for those having difficulty paying IAG because of FDV. This includes how to support customers when debt collection is needed, and
f. Referring customers to trusted external programs and services available to support people affected by FDV
We will continue to work with industry bodies, non-profit groups and communities to better understand FDV, and refine our approach to supporting customers affected by FDV.
Support for Employees
Anyone can be affected by FDV, including our employees. We support our employees by giving them access to:
a. Local employee assistance programs, external support services and internal specialist teams, and
b. Sick leave, emergency or additional leave and flexible work arrangements if needed
Clicking “Quick Exit” will immediately exit you from this website.
Where to find more help
Women's Refuge crisis line
24/7
Shine National Helpline
24/7
Netsafe
We help keep people safe online
Pet Refuge
Loss of a loved one
We know this is a difficult time and making decisions can feel overwhelming. We can support you through each stage of the process.
If your finances have been impacted, we provide confidential assistance and a range of payment options. If you have joint policies, we can work through updating them with you.
Separating from a partner
There’s a lot to navigate when you separate from a partner. We have a range of extra care and support options to help you through this difficult time.
If your change of circumstances has affected your finances, we provide confidential assistance and a range of payment options. If you have joint policies, we can work through updating them with you.
Where to find more help
The Citizen’s Advice Bureau can provide information about separations and help you understand your rights and obligations.
Natural disasters, floods and fire
Natural disasters, severe weather events, flooding and wildfires are stressful and expensive. If you’ve been impacted, our dedicated Disaster Claims Hub has information on how to make a claim, get emergency assistance, stay safe, recover and rebuild.
If you and your loved ones need to move out of your home because it can’t be lived in, you may be covered for temporary accommodation and the cost of putting your pets into a kennel or cattery. Get in touch to see what support is available.
If your finances have been impacted, we provide confidential assistance and a range of payment options.
Visit the Disaster Claims Hub
Help accessing our products and services
If you, or someone you care for, has difficulty accessing or using our products or services, we have people who are trained to help. If you have a physical impairment, such as hearing or vision loss, we can provide appropriate support or referral services, such as New Zealand Relay.
If you need help to interpret and understand your insurance, or if English is not your first language, we can support you, or refer you to external services. If you need information in a different format to the one provided, please let us know.
LGBTQ+ inclusion
We support and advocate for the rainbow community. We want to create a world where everyone feels safe to be their authentic self.
Gender identity
We’ve worked hard to earn the Rainbow Tick, so supporting your gender identity is important to us. If you’re non-binary, transitioning, or you don’t identify with how your gender is represented on your policy, we can walk you through your options.
LGBTQ+
Our goal is to create a safe and welcoming space for LGBTQ+ customers and communities so that everyone feels supported and valued. If you need confidential help or support, give us a call.
How to access extra care and support
-
Call 0800 80 24 24 as soon as you need help.
We’ll listen carefully to your situation and talk through some different options.
Conversations with our team are always private and confidential.
You may be referred on to our Care Team, where you’ll be supported by a dedicated Care Team Specialist. They’ll stick with you throughout, so you don’t have to re-explain your situation.
-
We’re available:
8am – 5pm Monday to Friday (excl. public holidays)
-
Response times
If you’re referred to our Care Team, they’ll get back to you within five days, or two days if it's urgent.