Vulnerable Customer Policy

REDSKY recognises that some customers may be in vulnerable circumstances and is committed to treating all such customers with compassion, dignity, and respect. We are dedicated to supporting customers experiencing vulnerability, ensuring they are not disadvantaged when engaging with our insurance services. This policy aligns with our obligations under the General Insurance Code of Practice, the Privacy Act 1988 (Cth), and ASIC Regulatory Guide 271.

The purpose of this policy is to outline how REDSKY identifies, supports, and responds to vulnerable customers. We aim to embed a culture of awareness, provide practical support, and ensure accessibility of our products and services for all individuals, regardless of their circumstances.

This policy applies to all employees, contractors, agents, and representatives of REDSKY who interact with customers. It encompasses all stages of the customer journey, including underwriting, policy servicing, claims handling, and complaints resolution.

· A customer may be vulnerable due to various factors that impact their ability to engage effectively with us. These include, but are not limited to:

• Age-related challenges

• Disability or cognitive impairments

• Mental health conditions

• Financial hardship

• Family or domestic violence

• Language, literacy, or cultural barriers

• Natural disasters or traumatic events

REDSKY aims to:

• Identify and appropriately support customers experiencing vulnerability

• Provide staff training to recognise and respond to signs of vulnerability

• Offer flexible communication and service delivery options

• Maintain privacy and confidentiality in all interactions

• Facilitate referrals to support services or advocates where needed

• Adapt complaint and claims processes to meet vulnerable customers’ needs

Staff are trained to identify potential signs of vulnerability through communication, behaviour, or disclosure. They are encouraged to engage empathetically and without judgment, recording only necessary information with the customer's consent.

Support measures we may adopt:

• Use plain language or alternative communication formats

• Extend timeframes or simplify processes

• Allow third-party representation or support persons

• Pause debt recovery where financial hardship exists

• Refer to appropriate external support services

All staff are responsible for treating vulnerable customers fairly and reporting any concerns to a supervisor or compliance officer. Managers must ensure team members are trained and supported in line with this policy.

This policy will be reviewed annually or in response to legislative or operational changes. Feedback from staff and customers will be considered during the review process.

Customers requiring support should contact REDSKY Customer Care: 

Email:  info@redskyltd.com.au

Tel:       (02) 7239 8859

Post:    526/368 Sussex St Sydney NSW 2000