This policy outlines our processes to help minimise the risk of harm in our interactions with you if you are experiencing family or domestic violence. It ensures our staff can help provide timely, consistent and targeted assistance.

Family and domestic violence is when someone hurts or controls a person they are close to. This can include physical, emotional, financial, or sexual abuse.

The Family Violence Act 2018 says this can happen between:

• Partners (married, living together, or dating)
• Family or whānau members
• People who live together (like flatmates)
• Carers and the people they care for

Family and domestic violence can happen in many different types of relationships.

Training

Family and domestic violence is a complex issue that MB Insurance take seriously, and our staff are trained with skills to ensure they:

• Can identify customers affected by family violence.
• Are aware of the MB insurance’s policies and procedures when engaging with someone experiencing family violence; and
• Deal with customers experiencing family violence appropriately and with sensitivity.

Training will be ongoing and aimed at helping our staff build their skills, knowledge, and understanding of customers going through family violence.

Privacy

MB Insurance will maintain the confidentiality and privacy of all our customers personal information in accordance with New Zealand Privacy Laws and as further detailed in MB Insurance’s Privacy Policy.

We recognise that protecting the privacy and confidentiality of customers experiencing family violence is essential to their safety. We are committed to working closely with affected customers to safeguard their personal information. This may involve identifying safe communication methods, offering alternative ways to engage with us, enabling communication through an authorised support person, and ensuring their details are securely managed within our systems.

Please refer to MB Insurance’s Privacy Policy for further details how we collect and protect your personal information.

Claims Handling

We are committed to supporting customers affected by family violence throughout the claims process, with consideration given to each individual circumstance. Support may include prioritising and expediting the assessment of their claim.

Customers who are experiencing family and domestic violence who require further assistance and support during the claims process may contact MB Insurance via email at compliance@mbinsurance.co.nz

Financial Hardship

We acknowledge that family violence can adversely affect our customers’ financial wellbeing, including their capacity to meet payment obligations. To assist those experiencing financial hardship as a result of family and domestic violence, we may provide financial hardship support which could include options to maintain their policy if having difficulties in paying premiums.  For further information please contact our office on 09 874 4110. 

Support Services