Vulnerable customers

Do you need extra care?

As part of our commitment to looking after customers who may be experiencing vulnerability, including people affected by family violence, Southern Cross Travel Insurance (SCTI) has internal processes and procedures in place to ensure our products and services are accessible and can cater for customers with specific needs. 

SCTI defines vulnerable customers as customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Our staff are trained to identify customers who may be vulnerable so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognise customers with additional needs. If you believe you may fit the criteria of a customer who may be vulnerable, please let us know of your specific needs.


Domestic and family violence

Family violence can happen to anyone. If you are experiencing family violence and need this to be taken into consideration when you buy a policy or make a claim, please let us know so we can put in place processes that will protect you and your whanau.

In line with the Family Violence Act 2018, SCTI defines Family Violence as:

  • Physical, sexual, psychological, or financial abuse, or other behaviours that have the effect of controlling another person within a family relationship, and/or making them feel afraid, threatened and/or intimidated, and/or causing that person cumulative harm. This also includes the harm caused to children who are exposed to family violence.
  • A family relationship includes intimate partners or ex-partners, any family or whanau relationship, and any two people with a close personal relationship or who ordinarily share a household (e.g. flatmates).

If you or your whanau are in immediate danger, call 111 and ask for the police. If not safe to speak, push 55 on a mobile (any number on a landline) to be put through to Police.


In respect of family violence SCTI:

  • Trains its employees to help them recognise instances of family violence and to understand that safety is paramount for anyone affected by family violence.
  • Protects private and confidential information of customers affected by family violence.
  • Minimises the number of times a customer affected by family violence needs to disclose information about family violence.
  • Ensures that claims handling processes for claimants affected by family violence are appropriate and sensitive.

Organisations that can be contacted for specialist support are:

Customers with additional needs

We want to ensure buying a policy or making a claim is as easy as possible. If you have specific needs and would like us to consider these when buying a policy or making a claim, please let us know.

Specific needs may include, but are not limited to:

  • Deaf, hearing impaired, deafblind and speech impaired
  • Visually impaired
  • Language or literacy difficulties (including learning difficulties such as dyslexia and English not being a first language)
  • Personal circumstances that may have adversely impacted on your physical, or mental health (including family violence)

Our commitment to vulnerable customers

If we think a customer may be vulnerable whether through our identification or if you have told us, we will:

  • Immediately make a record of this
  • Provide additional opportunities for you to ask questions about the information we have provided
  • Continuously seek confirmation that you have understood the information that has been provided
  • Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
  • Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help you, we will try and make sure you understand what alternative options are available to you.

If you would like to register as a vulnerable customer, you can:

Email us: 

Call us: 0800 800 571


Other helpful services

Disability support services

Ministry of Health

T: 0800 373 664

The Ministry of Health has a list of organisations that it contracts to provide disability information and advisory services. The website also has disability publications and advice.

Interpreter or language help services

NZ Relay Service

T: 0800 4713 713 (TTY) or 0800 4715 715 (Voice)

A national relay service for New Zealand deaf, hearing impaired and speech impaired communities. Local and national calls are free. Available 24/7.