The Council of Australian Life Insurers has prepared a guide for members on supporting victims and survivors of domestic violence.

The Best Practice Guidance on Family and Domestic Violence Policies was developed in consultation with social enterprise Flequity Ventures and the Independent Collective of Survivors.

“This is a comprehensive best practice guide, developed to ensure that, when a person who is at their most vulnerable reaches out, they will be cared for by a human being who is respectful, compassionate and empowered to assist them in their time of need,” CALI CEO Christine Cupitt said.

The guide explains how life insurers can improve support, such as simplifying policy changes for survivors; sensitively handling queries and claims; and considering the forfeiture rule when reviewing claims made by perpetrators.

“We understand deeply how important it is that people experiencing family and domestic violence don’t face additional barriers when they’re interacting with their insurer,” the guide says.

“It is critical for life insurers to put the needs of victim-survivors at the centre of their approach.”

The Life Insurance Code of Practice requires subscribers to take extra care supporting vulnerable customers, including those experiencing or at risk of domestic violence. It also requires subscribers to have a publicly accessible policy setting out support that is available.

CALI says the best practice guide is not part of the code and it is up to members to decide whether to adopt its measures. Find the guide here.