Suncorp New Zealand takes action on customer vulnerability

By 31 March 2020, 99 per cent of the company’s 1,200 strong workforce had been upskilled in understanding how to identify and support customers experiencing vulnerability. 

The training is part of Suncorp New Zealand’s Customer Vulnerability Framework and reflects the insurer’s proactive approach towards identifying and supporting customers in need. 

Suncorp New Zealand Customer Advocacy Manager Ryan Perica says Suncorp’s vulnerability framework extends the ‘culture of care’ that already exists within the company. 

‘Our business is built on being there in the moments that matter to our customers,' Perica says.  

'We’re now empowering our people to better support customers experiencing vulnerability by providing them with the foundational understanding, knowledge and practical tools they need.’ 

The training modules serve to increase awareness of the ways in which customers can experience vulnerability. 

‘The first step to support lies in knowing what to look for. Someone can experience vulnerability due to a positive life change like having a baby, or it can be challenges like financial hardship or mental health issues,’ he says. 

Other initiatives underway at Suncorp New Zealand include the introduction of guides to help employees best support customers who may need additional support, care or protection.  

Additionally, the Suncorp New Zealand, Vero and Asteron Life websites are now Shielded Sites. Shielded Sites are an initiative aimed at helping New Zealanders experiencing domestic violence safely gain help online. 

Details about the pages they are visiting when clicking on the Shield is not able to be seen in their browser history.  

‘We’re now building on this important initiative to develop training modules exploring how we can provide pathways for our customers to receive specialist support when impacted by domestic abuse,’ says Perica. 

Suncorp’s long-term strategy to support vulnerable customers involves further engaging agencies and experts who can help develop strategies and practices best suited to supporting customers in challenging circumstances. 

‘As a business, we’ve always worked to support our customers through good times and bad. 

'Today, we have greater focus and direction. We’ve seen significant positive change, productive discussion and increased consideration towards vulnerability, by taking our people on the journey with us.’