Extra Care and Support

Vulnerability and Domestic and Family Violence

If you're in an emergency or feel unsafe, please call the police on 000. The safety of our members and their family affected by family violence comes first. For support, please call 1800 RESPECT available 24/7 for counselling and support services.

We understand that there are times when our members may be feeling vulnerable, and we appreciate this can take on many forms such as language barriers, financial hardship, and issues and difficulties arising from domestic family violence. In these situations, we are committed to providing extra care and support. We recognise that these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.

If you tell us, or we recognise that you are affected by domestic or family violence, we ensure employees, agents and partners are appropriately trained so that we can:

Minimise the number of times that you need to disclose information about your situation

  • Handle your claims process with the utmost care
  • Engage you with sensitivity and compassion.
  • Prioritise your safety, by protecting sensitive, private and confidential information
  • Refer you to specialist services
  • If you're experiencing language barriers we will provide a translation service to assist you at policy set up, management and claims time. If you're experiencing financial hardship, we will work with you to help with the financial and emotional stress.

If you are experiencing vulnerability and would like more information on the extra care we can provide please speak to us by booking an appointment at huddle.com.au/help or call us on 1300 777 200. You can also access more information, and the Domestic Family Violence policy, on The Hollard Insurance Company's assistance webpage here.

Financial Hardship Support

We are here to help you, if you are experiencing financial hardship and are unable to pay money owed to us that is not a premium. We aim to provide prompt financial hardship support as part of our commitment to providing extra support to members / customers experiencing vulnerability, including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, having a greater understanding of your needs when processing your financial hardship application and providing assistance and flexibility with payments owing when processing your financial hardship application and providing assistance and flexibility with payments owing.

We encourage you or your representative to tell us if you are experiencing financial hardship so that we can discuss your individual circumstances and options available to support you, such as;

  • Put the recoveries of monies on hold
  • Deduct an excess from a claim amount (cash settlement)
  • Developing a payment plan with you
  • Delaying the date on which the payment must be made
  • Fast tracking the assessment and decision of your claim after an insured event.

If you are experiencing financial hardship and would like to discuss what support options may be available for your circumstances or would like more information on our Financial Hardship process, please speak to one of our team members by booking an appointment at huddle.com.au/help or call us on 1300 777 200.  

The National Debt Helpline is a confidential financial counselling resource that can provide advice to Australians in every state and territory. You can contact the National Debt Helpline on 1800 007 007.

Accessibility services

Interpreting services

There are three ways to talk to us using an interpreting service.

1. Let us arrange an interpreter for you when you're on the phone

When we call you for your appointment, let us know that you'd like to use an interpreter and we'll arrange it for you.

2. Arrange your own interpreter

You're welcome to have someone you trust interpret for you. During your call, just confirm with us who we're speaking with and that they will be interpreting for you.

3. Contact Translating and Interpreting Services

Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They're available over the phone and in person.

The process with TIS:

  1. Call TIS National on 131 450 or book an appointment with TIS.
  2. An automated prompt will ask you which language you need. Please state the language you require.
  3. Once connected with an interpreter in your language, please provide your name, advise you wish to speak with Huddle.
  4. Stay on the line while the operator connects you and the interpreter through to Huddle.
Hearing impaired services

If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you communicate with us. The NRS is available 24 Hours a day, every day.

Voice Relay number

1300 555 727

TTY number

133 677

SMS relay number

0423 677 767

Click here to find more information.