At Silverback Insurance, we recognise that some clients may be experiencing vulnerability — including family or domestic violence, serious illness or mental health challenges, financial hardship, or other circumstances that affect their ability to engage with us in the usual way. We are committed to treating every client with care, dignity and confidentiality, and to making reasonable adjustments so they can access insurance advice and claims support safely.
This policy explains how we identify and support vulnerable clients, the safeguards we apply when family or domestic violence is disclosed, and the financial hardship arrangements we can put in place — including premium payment relief and the assistance available through our premium-funding partners. It applies across our group operating under Australian Broker Network Pty Ltd (AFSL 253131), of which Silverback Insurance is an Authorised Representative.
You can also download the PDF here.
Need urgent support?
If you or someone you know is in immediate danger, call 000. For confidential family-violence support, contact 1800RESPECT on 1800 737 732 or visit 1800respect.org.au. For financial counselling, the National Debt Helpline is 1800 007 007 or ndh.org.au.
To raise a vulnerability matter with Silverback Insurance directly, contact our team on 0410 152 835 or email [email protected]. We can arrange an alternative point of contact, an extended response window, or refer you to specialist support.