MLC Life Insurance recognises that some customers have unique needs or may experience vulnerabilities that require additional support when applying for insurance, making an enquiry, claiming on your cover, making a complaint or communicating with us.
See below for some of the ways that we can support our vulnerable customers:
We encourage all customers who have unique needs or require additional support to contact us to see how we can assist.
Additional support we provide
-
Interpreter services at MLC Life Insurance
We understand how important it is for all customers to access information about their insurance policy at any given time.
For customers requiring interpreting or translation services, please call 13 14 50.
For more information, please visit TIS National.
-
Support for customers with hearing loss
For customers needing support due to hearing loss, please call the National Relay Service on 1300 555 727.
-
Financial hardship help
If you’re facing financial hardship and having difficulty meeting your premium payments, please contact us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday. Or you can speak to your financial adviser to discuss your options.
-
Finding a financial adviser
If you don’t have a financial adviser and need help finding one, we recommend reading Moneysmart’s guide to choosing an adviser.
Alternatively, you can speak with one of our MLC Life Insurance Coaches about your policy on 1300 450 316, 8.30am to 6pm (AEST/AEDT), Monday to Friday.
-
Third-party authority
By nominating someone as a ‘third-party authority’, you allow that person to enquire and access information about your policy, such as payment or claim details.
If you’d like to give a third-party authority to your policy, please complete this form or call us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday.
-
Flexibility in meeting identification requirements
We understand that some of our customers may face challenges in meeting our identification requirements.
This could include customers who identify as Aboriginal or Torres Strait Islander, those from non-English speaking backgrounds, or individuals who have been affected by family violence.
We can use a flexible approach to help customers meet identification requirements in line with AUSTRAC’s website here.
If you would like more information, please call us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday. Or you can speak to your financial adviser to discuss your options.
We’re here to help
If your circumstances have changed and you’re wanting to make changes to your policy, we’re here to help you. Many policies are flexible and can have their cover decreased, increased or altered in different ways.
To find out more about how we can help you, speak with your financial adviser or call us on 13 65 25. We’re available to help you between 8.30am and 6pm (AEST/AEDT), Monday to Friday.
