Financial Hardship Policy

FINANCIAL HARDSHIP POLICY 

1. INTRODUCTION

1.1. About this policy

We appreciate there are times when circumstances beyond your control can make it difficult to meet all your financial commitments. If you’re struggling to make payments to us, please let us know as soon as possible by contacting your Account Manager on: Call 08 9722 3700 Mon – Fri, 8.30am – 5pm (AWST)

1.2. Individuals entitled to support Financial Hardship means you have difficulty meeting your financial obligations to us. If you are in financial stress and are unable to pay money owed to us that is not a premium, we will work to support you and provide you with an appropriate solution depending on your circumstances. If you are in financial stress and are unable to pay your premium, then we will work with you and your insurer towards appropriate support options.

2. PROCESS

2.1. Identifying people experiencing financial hardship We have internal policies and training appropriate to our employees’ roles to help them to identify if you are experiencing financial hardship and decide how they may be able to provide support to you. We encourage you or your representative, to tell us about your financial hardship so that we can work with you and your insurer (where applicable) to discuss your situation and the options available to support you – otherwise there is a risk that we may not find out about it.

2.2. We may ask you for some information To help us work out how best to support you, we may ask you some questions about your situation, including information about your financial circumstances and what services you need from us. Version 1 MGIB Financial Hardship Policy Nov 2022

3. EXTERNAL ADDITIONAL SUPPORT

3.1. Financial counselling Sometimes you may need extra help to get through a difficult time. For free, confidential, independent financial advice visit Financial Counselling Australia (http://www.financialcounsellingaustralia.org.au) or call the national financial counselling hotline on 1800 007 007.

3.2. Assistance with translating and interpreting 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.

3.3. Financial hardship provisions in the Code For more information on the General Insurance Code of Practice or a copy of the Code, visit https://insurancecouncil.com.au/ .

4. Contact Us

4.1. Our Privacy Policy The McNaughton Gardiner Insurance Brokers Pty Ltd Privacy Policy applies to the operations of our company within Australia and explains how we manage your personal information. For a copy of our Privacy Policy, click on the link above or visit our website at www.mgib.com.au. We safeguard your privacy and the confidentiality of your personal information and are bound by the Australian Privacy Principles which are set out in the Privacy Act 1988.

4.2. Complaints If you are dissatisfied with the management of your situation, you can lodge a complaint. Information about our complaint management process can be found on our website www.mgib.com.au or by contacting us at 08 9722 3700 or email info@mgib.com.au.

4.3. Contact details McNaughton Gardiner Insurance Brokers Pty Ltd ABN 77 070 159 492 Australian Financial Services Licence Number 245 489 Website: Phone: Email: Mail: www.mgib.com.au 08 9722 3700 info@mgib.com.au PO Box 1136, Bunbury WA 6230 Version 1 MGIB Financial Hardship Policy Nov 2022