Domestic and Family Violence Policy

Your safety and wellbeing come first.  This policy details our approach to supporting you if you are affected by family violence.  In case of an emergency, or if there is immediate danger, please call 000.

What is family violence?

Family violence is 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 violence includes physical, sexual, emotional and financial abuse, as well as social isolation and damage to property.

TrueCover’s promise to you

We are committed to supporting our customers affected by family violence.  Our trained staff will speak to you with empathy and respect, while protecting your information and privacy.  Whenever family violence is identified or suspected, our priority is the safety of the person affected by family violence and the protection of their family.  We strive for the early recognition of family violence. 

How we deliver on our promise

  • We ensure our team have appropriate training so that they are aware of our family violence policy and procedures.  The training helps our team to act with sensitivity and recognise early warning signs in both customers and staff affected by family violence.  This includes referring them to specialist support services and limiting how often they need to tell us they have been impacted by family violence.
  • We protect private and confidential information of customers affected by family violence, in accordance with our Privacy Policy.
  • Ensuring customers affected by family violence are given priority and extra care.
  • We adopt alternative processes when we are aware that a customer’s debt involves a situation of family violence.  Impacted customers may be able to access financial hardship support, in accordance with our financial hardship guidelines.
  • Assisting in setting up new insurance policies.
  • We inform our customers, staff and suppliers about information and assistance to people experiencing family violence.
  • We support our staff who are affected by family violence, including where they have assisted a customer affected by family violence.

External support services

The following professional support services are available if you, or someone you know, is experiencing family violence:


A free financial counselling service to help Australians get back on track.  They can be reached on 1800 007 007 or by live chat on  For more information, please visit

Relationships Australia

Offer a range of relationship support services to individuals and families at all stages of life.  Call 1300 364 277 or visit for more information.


Offers a 24/7 crisis support and suicide prevention service to Australians experience emotional distress.  Call 13 11 14 or chat online at

Women’s Legal Services Australia

Represent a national network of community legal centres that focus on legal issues for women.  Visit for more information.

MensLine Australia

Offers professional 24/7 counselling support to men experiencing mental health or relationship issues.  Call 1300 78 99 78 or visit for live chat or video chat support.

Aboriginal Family Domestic Violence Hotline

A helpline for Aboriginal victims of domestic violence.  Call 1800 019 123.

Full Stop Australia

Provides 24/7 professional counselling to anyone impacted by family or domestic violence. Support is available via telephone (1800 385 578) or online chat (, as well as face-to-face counselling at some locations.