This Financial Hardship, Family Violence and Supporting Vulnerable Clients Policy (Policy) has been developed to comply with the National Insurance Brokers Association (NIBA) Insurance Brokers Code of Practice (the Code) and sets out how Senaland Pty Ltd t/as Sarre Insurance Broking Services (Sarre IBS) identifies and supports vulnerable Clients, including those affected by Financial Hardship and Family Violence.
For the purposes of this Policy, any reference to “Clients” includes clients of Sarre IBS as well as any other individual entitled to Financial Hardship support under the Code. This could include individuals who we are seeking to recover money from as we believe they have caused damage to an insured Client.
Sarre IBS is committed to exercising greater care when dealing with vulnerable Clients. A person may be vulnerable due to a range of factors, including:
1. age;
2. disability;
3. mental health conditions;
4. physical health conditions;
5. family violence;
6. language barriers;
7. cultural background;
8. Aboriginal or Torres Strait Islander status;
9. remote location; or
10. financial distress.
Sarre IBS has a long-standing commitment to conducting its business with honesty and integrity and remains committed to full compliance with the Code and informing Clients, employees, distributors and service suppliers to vulnerable people, including those experiencing Financial Hardship and Family Violence.
This Policy and the Sarre IBS internal policy and training programs assist employees to:
1. identify and understand if a Client may be vulnerable;
2. determine how best, and to what extent, they can support a vulnerable Client;
3. take account of a Client’s particular needs or vulnerability; and
4. engage with a vulnerable Client with sensitivity, dignity, respect and compassion. This may include arranging additional support and referring the Client to specialised people or services.
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.” – Family Law Act 1975 (Cth), section 4AB.
Family Violence means much more than physical violence. It includes:
> emotional abuse, psychological abuse, sexual abuse, financial or economic abuse; and
> damage to property.
The way employees deal with Clients who may be affected by Family Violence should facilitate, rather than act as a barrier to, identifying Family
Violence and improve the experience of those affected by Family Violence.
The aim of this Policy is to ensure that whenever Family Violence is identified or suspected, the safety of the Client affected by Family Violence and their family is protected.
Sarre IBS recognises that Family Violence is unacceptable in any relationship and Clients experiencing Family Violence will be treated with dignity and respect.
The support of Clients experiencing Family Violence and their family is the highest priority. Clients who indicate or disclose Family Violence are able to access support from Sarre IBS that is appropriate to their circumstances.
Sarre IBS assists vulnerable Clients, including those experiencing Financial Hardship or Family Violence, by:
> ensuring safe and confidential communication in light of individual circumstances;
> helping to set up new insurance policies;
> helping to arrange access to financial hardship support; and
> referral to specialist support services.
In circumstances where the issue is complex or unable to be dealt with by the primary person who took the call, it is to be immediately referred to a Director of Sarre IBS for consideration.
The Client must be informed of this action.
If Sarre IBS is advised, or we identify, that a client or potential client requires support from a third party (for example a lawyer, interpreter, financial counsellor or friend) we will make reasonable accommodations to allow for this.
Financial Hardship occurs when Clients experience difficulty in meeting their financial obligations to Sarre IBS or our security partners.
The support Sarre IBS can offer does not include support with paying the premiums under an insurance policy issued by an insurer.
If a Client informs Sarre IBS, or we identify, that they are experiencing Financial Hardship, we will provide them with:
if appropriate, contact details for the National Debt Helpline, 1800 007 007.
Training is tailored to all employee roles within the business and the degree of contact they have with Clients.
Sarre IBS will aim to ensure that all employees have been trained and receive ongoing training so that they:
> are aware of Sarre IBS policies and procedures when they are engaging with vulnerable Clients;
> identify vulnerable Clients, including those affected by Family Violence;
> deal appropriately and sensitively with vulnerable Clients; and
> apply this Policy and related policies and procedures relevant to their role in dealing with Clients.
Training is aimed at assisting employees to reduce the impact of vulnerability and Family Violence on Clients.
Any notification of vulnerability, Family Violence or Financial Hardship received by a member of staff must be reported to a Director of Sarre IBS.
1800 RESPECT
1800 737 732
1800respect.org.au
National 24-hour domestic and family violence and sexual assault line.
Beyond Blue
1300 224 636
beyondblue.org.au
24/7 support to people experiencing anxiety or depression.
Lifeline
13 11 14
lifeline.org.au
24/7 counselling and referral service for people in a crisis situation.
MensLine Australia
1300 789 978
mensline.org.au
24/7 support, information and referral service for men with family and relationship issues.
Community Legal Centres Australia
clcs.org.au
An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.
National Debt Helpline
1800 007 007
ndh.org.au
Financial counselling is a free, confidential service to assist people in financial difficulty.
Women’s Domestic Violence Helpline (WA)
1800 007 339
wa.gov.au
24-hour state-wide crisis counselling and referral service for women in Western Australia.
Men’s Domestic Violence Helpline (WA)
1800 000 599
wa.gov.au
24-hour state-wide counselling and referral service for men in Western Australia.
Contact us
Senaland Pty Ltd t/as Sarre Insurance Broking Services
13A/979 Albany Hwy, East Victoria Park WA 6101
PO Box 343, Victoria Park WA 6979
Phone: +61 8 9362 2166
Email: [email protected]
Senaland Pty Ltd t/as Sarre Insurance Broking Services, ABN 71 150 896 610, AFSL 554587.
Sarre Insurance Broking Services Financial Hardship, Family Violence and Supporting Vulnerable Clients Policy. Last reviewed 04/09/2026.