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Family and domestic violence

If you’re affected by family and domestic violence, we want to support keeping you safe and insured.

Get immediate support

Call 000 if you or anyone in your family is in immediate danger.

Call 1800 RESPECT anytime on 1800 737 732 or visit the 1800RESPECT website.

1800 Respect is the national domestic, family and sexual violence counselling, information and support service. Get information on safety planning and paid leave.

Call Full Stop Australia anytime on 1800 385 578 or visit the Full Stop Australia website.

Full Stop Australia offers free, 24/7 confidential counselling, including information on violence and abuse in different languages.

Keeping you safe and insured

We want to support keeping you safe and insured. Have you experienced any of the following because of a perpetrator of family and domestic violence?

  • Your car, home or things have been intentionally damaged

  • Your insurance policy has been cancelled or changed without your knowledge or consent

  • You’ve felt pressured to pay an excess to avoid dispute with a perpetrator.

We’re here to help when it comes to your insurance. Your privacy and safety are our top priority.

To talk to us, call 132 132 during business hours. Let us know if the situation is putting pressure on your finances. There is help available to you.

Know your rights

Are you a joint policyholder?

A joint policyholder or someone listed on your policy (including a perpetrator of family and domestic violence) may be able to:

  • add or remove cover
  • change how much you’re insured for
  • change address or correspondence details
  • update billing or payment details
  • take your name off the policy
  • make or manage a claim
  • cancel the policy.

What you can do

  1. Call us on 132 132 during business hours

  2. Ask to speak to the Customer Help Team, who will keep all your information private and confidential

  3. We’ll talk to you about your cover, keeping your information safe and what options you have if you’ve been impacted financially.

How we can help

When you call, we’ll talk through options that may include:
 

  1. Separating your policy, so you have sole access and new information including your address and contact details remain private.

  2. Minimising extra effort for you by getting in touch with your bank or telco to securely share information with them, if you agree.

  3. Referring you to get extra help, including financial support where appropriate.

Understanding family and domestic violence

What is family and domestic violence?

Family and domestic violence can vary but is controlling behaviour that is aimed to cause fear within another person or their family.

We’re committed to helping our customers affected by family and domestic violence. See our Family and Domestic Violence policy.

What is financial abuse?

Financial (and economic) abuse is a form of family and domestic violence. It can mean misusing an insurance policy to harm someone.

This could include withholding claim settlements, restricting payment details, making threats or exerting control.

Making a claim

We’ll take your situation into account

If you tell us if you’re affected by family and domestic violence when you make a claim, we’ll handle your claim sensitively. We’ll also take your information into account and try to minimise the number of times you need to give us details.

Are you claiming because of wrongful conduct?

We may pay claims that arise from wrongful conduct by a perpetrator of family and domestic violence.

These includes situations of malicious damage or when insurance policies have been changed or cancelled with malicious intent.

Frequently asked questions

It’s best to call us to make a claim. Keep in mind we’ll take your situation into account.

Call us as soon as you’ve learnt your insurance has been cancelled or changed.

If you are co-insured with another joint policy holder, your partner can see and change address or correspondence details. Call us so we can keep your information confidential.

We may be able to provide some temporary assistance, such as providing a payment extension or making a payment plan.

Call us to find out what options are available. We’ll also help make sure your cover is appropriate for you and your circumstances.

Specialised support services

Free helpline

Call Lifeline on 13 11 14 anytime or visit lifeline.com.au.

Lifeline is a free and confidential 24-hour crisis support and suicide prevention service.

Call MensLine on 1300 789 978 or visit MensLine.

MensLine offers support, information and provides a referral service for men with family and relationship issues.

Help to get your finances back on track

The National Debt Helpline is a not-for-profit service that helps people tackle challenges with debt.

If you’re struggling with any of your payments, including a claims excess, you can speak confidentially and for free to a professional financial counsellor.

Call 1800 007 007 from 9:30am-4:30pm or use the live chat from 9am-8pm at ndh.org.au.

Free, confidential counselling

If you have a current policy with us, you and your family can access free, confidential counselling through Sonder. Call us on 132 132 to find out how.

Sonder is a separate company from NRMA Insurance and your sessions are confidential. Your details aren’t passed on and won’t impact your policies.

Support for our staff and partners

We know our staff and partners can be affected by family and domestic violence too. Our employee assistance programs and specialist teams and services can help.

Get help in your own language

Call 132 132 and tell us you’d like to use an interpreter, and we’ll arrange it for you.

Our consultants have access to over 150 languages through independent interpreter services.

Do you live in Sydney and speak Arabic, Cantonese or Mandarin?

Find a branch to get help in your language.

Are you deaf or hard of hearing?

If you have a speech communication difficulty, the National Relay Service (NRS) is a free, confidential service you can use to speak to us.

They offer several ways to make a call, including text, captions, SMS, voice or video. Find the option that best suits your needs.

Connect to the NRS through your chosen channel and provide the Relay Officer with our phone number (132 132) so they can connect your call.

You can also talk to us via NRMA Insurance web chat. Live chat with one of consultants when you log into your account.

Our policy

We’re committed to supporting you if you’re experiencing family and domestic violence.

To learn more about our commitments to you, read the IAG family and domestic violence policy.