Lodge your claim or manage your policy

Call us on 1800 270 833 or email support@ins.cuprafs.com.au about your concerns, and we'll do our best to resolve them as quickly as possible. Please make sure to give us as much information as you can, so that we can best help you.

If we aren't able to resolve your concerns, we'll escalate your complaint to our Customer Resolution Team. They'll review your complaint and provide you with a response.

‍We'll give you the contact details of the person looking after your complaint, and we'll make sure to give you regular progress updates.

If you aren't happy with our decision, or we've taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:

Phone: 1800 931 678

GPO Box 3 Melbourne VIC 3001

Website: afca.org.au

Email: info@afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek legal assistance.

This is our Domestic and Family violence and Financial Hardship policy.  This policy outlines how we will support customers experiencing a vulnerability, affected by domestic or family violence or experiencing financial stress.  Our employees are trained to identify vulnerabilities and to appropriately discuss with you in a compassionate and sensitive way what support options may be available for your individual circumstances.

Your safety is paramount

If you’re in an emergency or feel unsafe, please call the police on 000. The safety of customers and their family affected by domestic or family violence comes first. For support,  please call 1800 RESPECT, available 24/7 for counselling and support services.

CUPRA’s commitment to you

We understand that there are times when customers may be vulnerable and we appreciate this can take on many forms, including challenges arising from domestic or family violence, financial hardships and language barriers. In these situations, we are committed to providing extra care and support and recognise that these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.

What is family violence?

In Australian law, ‘family violence’ is defined as: “violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family… or causes the family member to be fearful.”  (from Family Law Act 1975 (Cth), section 4AB). 

Family violence can include physical violence, emotional abuse, financial or economic abuse and damage to property.

How can CUPRA help?

If you tell us, or we recognise that you are affected by domestic or family violence, we are here to support you. We ensure our employees, agents and partners are appropriately trained, so that:

●      the number of times you need to disclose information about your situation is minimised;

●      your claims process is handled with the utmost care;

●      you are engaged with sensitivity and compassion;

●      your safety is prioritised, by protecting sensitive, private and confidential information; and

●      you can be referred to specialist services.

Protecting your private and confidential information

We understand the risks of disclosing information in relation to customers experiencing domestic and family violence. In addition to our Privacy Policy, we will:

●      discuss safe ways to communicate with you and record this information;

●      accommodate your communication preferences where possible;

●      make sure your policy and contact information are kept secure and confidential, particularly in instances where there is a joint policyholder and they are the perpetrator; and

●      inform you about what information needs to be shared with third parties, such as information about a claim.

In line with our Privacy Policy, there may be times when legislation requires us to disclose information. We’ll work with you wherever possible in the instances of disclosure.

If you are experiencing domestic or family violence and would like to discuss what support options may be available, or you would like more information on our process, please speak to one of our team members by logging in to chat or calling 1800 270 833.

Financial hardship

If you are experiencing financial hardship and are unable to pay money owed to us that is not a premium, we are here to support you. We aim to provide prompt financial hardship support as part of our commitment to providing extra support to members/customers experiencing vulnerability, including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, having a greater understanding of your needs when processing your financial hardship application or providing assistance and flexibility with payments owing.

Depending on the type of support you need, you might be required to complete a form and possibly provide the following documents:

●      Bank/Loan statements

●      Credit card statements

●      Pay slips

●      Utility accounts

●      Centrelink statements

This information will help us work out the best way to support you.

We encourage you or your representative to tell us if you are experiencing financial hardship so that we can discuss your individual circumstances and options available to support you, such as putting the recovery of monies on hold while processing your financial hardship application.

If we decide that you are entitled to financial hardship support, support options could include:

●      Deducting an excess from a claim amount (cash settlement);

●      Developing a payment plan with you;

●      Delaying the date on which the payment must be made; and

●      Fast-tracking the assessment and decision of your claim after an insured event.

If you are experiencing financial hardship and would like to discuss what support options may be available for your circumstances, or would like more information on our Financial Hardship process, please speak to one of our team members by logging in to chat or calling 1800 270 833.

The National Debt Helpline is a confidential financial counselling resource that can provide advice to Australians in every state and territory. You can contact the National Debt Helpline on 1800 007 007.

If you’re experiencing a language barrier, we will provide a translation service to assist you free of charge.

Interpreting services

There are three ways to talk to us using an interpreting service.

Let us arrange an interpreter for you when you’re on the phone.

●      During your call, say that you’d like to use an interpreter and we will arrange it for you, free of charge.
‍

Arrange your own interpreter

●      You’re welcome to have someone you trust interpret for you. During your call, just let us know who is speaking and that they will be interpreting for you.

Contact Translating and Interpreting Services

●      Translating and Interpreting Services (TIS) are available 24/7 and their interpreters speak over 160 languages. They’re available over the phone and in person.

●      The process with TIS:

        i.      call TIS National on 131 450 or pre book an appointment with TIS   tis.prebook@homeaffairs.gov.au;

        ii.      when booking by phone an automated prompt will ask you which language you need. Please state the language you require;

        iii.      once connected with an interpreter in your language, please provide your name,  advise you wish to speak with CUPRA Insurance; and

        iv.      stay on the line while the operator connects you and the interpreter through to CUPRA.

Hearing impaired services

If you are deaf and/or find it hard to hear or speak with people who use a phone,  the National Relay Service (NRS) can help you communicate. The NRS is available 24 Hours a day, every day.

Voice Relay number ‍

1300 555 727

TTY number ‍

133 677

SMS relay number

0423 677 767

Click here to find more information.

If you are experiencing a vulnerability, affected by domestic or family violence or financial hardship and would like more information on the extra care you can receive from CUPRA, please find our contact details below.

For policy help: Log in to chat or call us on 1800 270 833

For car and home claims: Call us on 1800 270 833 or +61 2 5501 7727 if overseas.

The following organisations could assist you:

Beyond Blue


24/7 support to people experiencing anxiety or depression.
Call 1300 224 636

1800RESPECT


National 24-hour domestic and family violence and sexual assault line.
Call 1800 737 732

MensLine Australia


24/7 support, information and referral service for men with family and relationship issues.
Call 1300 78 9978

Lifeline


24/7 counselling and referral service for people in a crisis.
Call 13 11 14