Where a client or a third party requires additional support, AEI Insurance Broking Group provides for the following:
Additional Client Support
We recognise that at different stages of life, our clients may encounter situations that increase their risk of experiencing loss, harm, or disadvantage. During these times, they may benefit from additional support and care. Vulnerability can be short-term or ongoing, and it can affect anyone, at any time, due to a wide range of personal or external factors including but not limited to:
- Age
- Disability
- Financial Distress
- Mental Health Conditions
- Physical Health Conditions
- Family Violence
- Language Barriers
- Literacy Barriers
- Cultural Background
- Aboriginal or Torres Strait Islander status
- Remote Location.
AEI Insurance Group Pty Ltd are committed to supporting clients experiencing vulnerability by ensuring they receive the service needed. We’ll work with our clients or their representative to find the best way to help. We understand discussing personal circumstances can be difficult. Our clients be treated with empathy, and personal information will be handled in line with our Privacy Policy. Should you or someone you are representing require additional support, we may refer you to the following:
Translating and Interpreting Services
Where practicable, we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. We will record if an interpreter is used or if there are reasons we are unable to arrange one.
AEI Insurance Broking Group has compiled a list of employees and their languages for which they are proficient and willing to assist with translation services. We are also able to engage TIS National, the Government’s Translating and Interpreting Service to assist our clients or third parties that require additional assistance with language. Immediate and pre-booked phone or on-site conversations can be arranged.
To find out more, click on the following link https://www.tisnational.gov.au/ or call 1800 131 450 and ask for assistance in your preferred language.
National Relay Service
If a client or third party is deaf and/or find it hard of hearing or speaking with people who use a telephone, we may utilise the services of the National Relay Service (NRS), the following contact details are provided to assist you in contacting us:
- For Voice relay users: call 1300 555 727
- For TTY relay users: call 133 677
- For SMS relay users: call 0423 677 767
Financial advice/counselling
For free, confidential and independent financial advice, customers clients can contact Financial Counselling Australia. Contact can be made by visiting their website <a hrefhttp://www.financialcounsellingaustralia.org.au or through contacting the national financial counselling hotline on 1800 007 007.
Financial advice/counselling
For free, confidential and independent financial advice, clients can contact Financial Counselling Australia. Contact can be made by visiting their website http://www.financialcounsellingaustralia.org.au or through contacting the national financial counselling hotline on 1800 007 007.
Privacy Policy
Our Privacy Policy applies to the operations of our Company within Australia and explains how we manage your personal information. We safeguard your privacy and confidentiality of your personal information and are bound by the Australian Privacy Principals which are set out in the Privacy Act 1988.
Complaints
We are committed to providing quality service to our clients. This commitment extends to giving you easy access to people and processes that can resolve a service issue or complaint.
If your complaint is about the service or advice we have provided to you, please address your enquiry in the first instance to the staff member providing the service or to our Complaints Officer, Luke Ford on 1300 695 840 or at lukef@aei.com.au.
If you are dissatisfied with our final response to your complaint, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA).
Compliments
Our employees are valuable to us, and it is extremely rewarding to them and us to receive positive feedback on the service which they provide you. We do encourage you to compliment our team directly, or to share your compliments publicly via a google review.
Full policy details
Please refer to the links at the bottom of our website to view our Financial Services Guide in it’s entirety, along with complete publications of :-
- Code of Practice
- Privacy Policy
- Financial Hardship Policy
- Vulnerable Customers Policy
- Important Information about your Insurance
Additional support
Where a client or third party requires additional support from someone else (for example a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways and recognise their authority to act as a support person.
Supporting Agencies
The below table outlines the contact details for various supporting agencies and the types of services they provide. Always call 000 if you or your family members are in immediate danger.
| Support Agency | Phone | Website | Services provided |
| 1800 RESPECT | 1800 737 732 | 1800respect.org.au | National 24-hour Domestic & Family Violence and Sexual Assault Line |
| MENSLINE | 1300 78 99 78 | mensline.org.au | 24/7 support, information and referral service for men with family and relationship issues |
| Women’s Legal Services Australia | http://www.wlsa.org.au/ | Access to free legal assistance and supports to escape and recover from violence and abuse for women | |
| Lifeline | 13 11 14 | lifeline.org.au | 24/7 counselling & referral service for people in a crisis situation |
| Beyond Blue | 1300 224 636 | beyondblue.org.au | 24/7 support to people experiencing anxiety or depression |
| National Debt Hotline | 1800 007 007 | https://ndh.org.au/ | Financial counselling is a free, confidential service to assist people in financial difficulty |
| National Association of Community Legal Centres | http://www.naclc.org.au/ | An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs. | |
| Translating and Interpreting Services (TIS) | 13 14 50 | https://www.tisnational.gov.au/ | 24/07 interpreting service for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients. |
| National Relay Service (NRS) | Voice: 1300 555 727 TTY: 133 677 SMS: 0432 677 767 | https://www.servicesaustralia.gov.au | NRS is an Australia wide telephone access service available to clients who are deaf or have a hearing or speech impediment. |
| Services Australia | Government services available for both students and older Australians. | ||
| National Aboriginal Community Controlled Health Organisation | 02 6246 9300 | https://www.naccho.org.au/ | National peak body representing Aboriginal Community Controlled Health Services across the country on Aboriginal health and wellbeing issues |
| Support from your bank | Your bank may be able to help provide relief for mortgage payments or provide other forms of relief. | ||
| Utility bills | If you are finding it difficult to pay your bills, you can give your utility company a call as they may be able to assist. | ||
