- Allianz data shows the number of customers impacted by family violence, and accessing support through their insurance policy, has increased by 31%1 in the last 12 months alone.
- Both the volume and severity of claims relating to family violence are on the rise.
- Allianz joins the Respect and Protect business initiative to take a stand against perpetrators who commit financial abuse.
Ahead of the holiday period, which typically sees a spike in family and domestic violence incidents reported to police across Australia,2 new insurance data has revealed Australians impacted by domestic and family violence continues to rise year on year.
The data shows that Allianz’s support of customers impacted by family violence has increased by 70%3 over the past four years, and 31% in the last 12 months alone. While 60% of customers impacted by family violence are dealing with motor related policies or claims, the other 40% are property related – some resulting in a total loss of property.
Allianz has implemented a number of initiatives to support customers impacted by family violence, both in servicing their insurance policy and providing assistance during the claims process.
The demand for Allianz’s High Care Team, which specifically provides support to customers experiencing vulnerability, has almost doubled1 between 2023 and 2024 and the need to help customers impacted by family violence has never been greater. With additional training to better support customers, the High Care Team has delivered support measures such as:
- Enabling victim-survivors to access payments they would not otherwise be entitled to under their policy when perpetrators deliberately damage their property.
- Providing temporary financial relief
- Preventing policy cancellations and providing continued cover
- Rewriting policies solely in the victim-survivor’s name to prevent access from the perpetrator
“Concerningly, what we are seeing is not only the volume of cases related to family violence increasing, but the severity is also on the rise. Over the last four years we have supported over 1,000 customers4 who have identified as being a victim of domestic violence. In the past year alone, we have had eight instances where perpetrators have burnt down the house of their partner or family member as a form of abuse,” says Laura O’Donnell, Head of Customer Advocacy, Human Rights and Community.
“Beyond providing insurance, our role is to ensure our teams are trained to identify customers who need our help and can tailor each approach to their needs, ensure our systems have appropriate flagging, security and privacy measures in place and have policies and services that minimise the potential for abuse,” Laura concludes.
Lived experience:
In a recent instance, Allianz assisted a woman and her children during their home repair process, reducing her need to interact with her abuser and ensuring the home was fully repaired, allowing her to move back in safely.
Katherine* and Bryce* filed a claim for water damage caused by a tap that had been accidentally left running. The claim was directed to the Allianz High Care Team after Katherine informed her claims consultant that she and Bryce had separated due to prolonged abuse, and Bryce no longer resided at the property.
The High Care Team guided Katherine through the repair process, eliminating the need for communication between her and Bryce. Allianz secured the property to ensure there was no unauthorised access to the site during the rebuild process, and took extra care to document communication of the claim and the involvement of both parties in the process, to ensure it could not be used against Katherine in their ongoing custody battle.
Respect and Protect business initiative:
In response to this alarming increase in volume and severity of cases, Allianz has joined the Respect and Protect business initiative which aims to end the weaponisation of products and services by providing consequences for abusers. Social entrepreneur Catherine Fitzpatrick, Founder of Flequity Ventures and creator of #respectandprotect, says, “Financial abusers misuse insurance to control, manipulate and cause long-term harm. By joining the Respect and Protect business initiative, Allianz is making it clear they don’t want their products weaponised and they won’t be a safe haven for financial abuse. It’s another example of their leadership to improve outcomes for customers experiencing domestic and family violence.”
Allianz has enacted new terms and conditions by updating its Family Violence Policy, which all retail insurance products and services are bound by, to include a new perpetrator clause. The clause states Allianz policyholders must not use any of their products or services to engage in unacceptable conduct, such as conduct that is abusive, coercive, or violent towards any person including financial abuse. If a policyholder is found to have used their products, services or processes in this way Allianz may not renew their policy.
Laura O’Donnell says, “Insurance protects our customers most valuable assets and the impact of financial abuse can be devasting. We play a critical role in showing we do not tolerate this behaviour and are here to protect our customers in their time of need.”
“By joining Respect and Protect and implementing a perpetrator clause, we’re demonstrating that abusive behaviour is unacceptable and how businesses can make a stand to make the world a safer place.”
In addition to joining Respect and Protect and introducing the clause, Allianz was one of first insurers to introduce a conduct of others clause into its policies to provide cover for those who are impacted by abuse and is proud to have its Managing Director, Richard Feledy a member of the Champions of Change Coalition.
For more information on Allianz’s support for customers impacted by domestic and family violence, visit the Family violence support page.
Visit Flequity’s Respect and Protect website for more information on this business initiative.
Guidance to Australians experiencing family violence:
- Update your policy details once you have separated from your partner. Starting a new policy will give you sole access and control over your information, including your address. It also means you will receive the benefit from a future claim event.
- If there has been damage to your property or vehicle as a result of a domestic and family violence incident, when it is safe to do so, make a claim and advise your insurer of your situation. There may be additional supports available for your scenario.
- If you are concerned about the confidentiality of your contact details, contact your insurer and let them know.
- If you are experiencing domestic and family violence, keep a spare set of keys to your property or vehicle with a trusted friend or family member that you can reach easily.
- Regularly check the petrol gauge when using your car to ensure there is enough available should you need to make a quick exit.
- If you are experiencing financial difficulty, contact your insurer, bank and utility company – ask if they are able to provide relief or additional support.
References:
- Based on customers identified as experiencing family or domestic violence between Nov 2022 - Oct 2023 and Nov 2023 - Oct 2024
- https://www.theguardian.com/society/2023/dec/24/domestic-violence-cases-australia-rise-christmas-new-year-death-toll
- Based on customers identified as experiencing family violence between Feb 2021 and Oct 2024
- Based on customers identified as experiencing family violence between Feb 2021 and Oct 2024
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About Allianz Australia
Allianz Australia has been securing the future of our customers in Australia since 1914. We deliver a wide range of personal and commercial insurance products and services to more than 4 million policyholders. We also provide support for workers' compensation insurance to around 25% of the top 200 ASX companies, making us one of the leading workers' compensation insurers in Australia.
Allianz Australia Limited is a wholly owned subsidiary of the worldwide Allianz Group. The Allianz Group is one of the world's leading insurers and asset managers with corporate customers in more than 70 countries. Allianz customers benefit from a broad range of personal and corporate insurance services, ranging from property, life, and health insurance to assistance services, credit insurance and global business insurance. Thanks to our systematic integration of ecological and social criteria in our business processes and investment decisions, we are among the leaders in the insurance industry in the Dow Jones Sustainability Index.
Allianz Australia Limited is a wholly owned subsidiary of the worldwide Allianz Group. The Allianz Group is one of the world's leading insurers and asset managers with corporate customers in more than 70 countries. Allianz customers benefit from a broad range of personal and corporate insurance services, ranging from property, life, and health insurance to assistance services, credit insurance and global business insurance. Thanks to our systematic integration of ecological and social criteria in our business processes and investment decisions, we are among the leaders in the insurance industry in the Dow Jones Sustainability Index.
Disclaimer
This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 (“Allianz”). In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way.
Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.
Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.
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