ABOUT US

VULNERABLE CUSTOMERS.

MB Insurance is committed to supporting customers who are affected by vulnerability. This policy outlines the ways in which MB Insurance seeks to provide customers identified as vulnerable with safe and supportive assistance.

Vulnerabilities can arise due to a range of factors including but not limited to:

Age
Disability
Mental health conditions
Physical health conditions
Family and domestic violence
Language barriers
Literacy barriers
Cultural backgrounds
Aboriginal and Torres Strait Islander status
Remote location
Financial hardship

When we identify a vulnerable customer, we:

Work with the customer to try and find a suitable, sensitive and compassionate way to proceed.
Provide assistance as soon as practical
We protect the customer’s right to privacy in respect of their vulnerability by following the guidelines set out in the MB Insurance Privacy Policy.
If additional assistance or support is required from someone other than MB Insurance then we must recognise this and allow for it in all reasonable ways.
Have contact details available to external support pathways for vulnerable customers.

LANGUAGE AND LITERACY BARRIERS INFORMATION.

MB Insurance (MB) is committed to ensuring there is no communication barrier.

Some customers many have difficulties communicating effectively with MB due to language barriers or limited literacy skills.

If MB are having trouble communicating with our customers, there are a number of support services ATC can use to communicate effectively. These services are offered to ATC's customers where required and are detailed below.

Translation and interpreting services

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Immigration and Border Protection for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.

TIS National provides interpreting assistance to enable non-English speakers to access government agencies and services, police and legal services, education, healthcare and community groups, as well as services offered by private businesses.

TIS National provides the following interpreting services:

Immediate phone interpreting;
ATIS Voice automated voice-prompted immediate phone interpreting;
Pre-booked phone interpreting;
On-site interpreting; and
Illegal Maritime Arrival (IMA) interpreting.

The TIS National immediate phone interpreting service is available 24 hours a day, every day of the year for the cost of a local call for any person or organisation in Australia who needs an interpreter.

Further information can be found on their website at https://www.tisnational.gov.au/.

Accessibility services - Relay and Typewriter (TTY) Services

If a customer is deaf and/or they find it hard hearing or speaking over the phone, the National Relay Service (NRS) are able to assist. The NRS is available 24 Hours a day, every day (regular phone costs apply):-

Teletypewriter (TTY) Users - phone 133 677
Voice Relay (Speak & Listen) Users - phone 1300 555 727
SMS Relay Users - phone 0423 677 767

For more information please visit the National Relay Service's website here.

FURTHER SUPPORT SERVICES.

Elder/Youth/Literacy Services

Referral

Contact Details

Description

Translating and Interpreting Services (TIS)

13 14 50

https://www.tisnational.gov.au/

TIS National is a 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.

Services Australia

https://www.servicesaustralia.gov.au

Government services available for both students and older Australians.

Physical and Mental Health Services

Referral	Contact Details	Description
Lifeline	13 11 14 24-hour crisis support	24-hour support for anyone across Australia experiencing a personal crisis or thinking about suicide.
MensLine Australia	1300 789 978	24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties.
National Relay Service (NRS)	Voice: 1300 555 727 TTY: 133 677 SMS: 0432 677 767	NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment.

Special Circumstance Services

Referral	Contact Details	Description
GriefLine	https://griefline.org.au/	Support for people experiencing grief, loss and trauma.

GET STARTED.

Get a QUOTATION

Make a CLAIM