Meeting the needs of vulnerable customers

Financial stress is something many Australians will face in their lives and Insurance Manager, Andrew Webb, is contributing to a solution.

"We know every customer’s journey is different and some of our customers face very difficult circumstance in their lives," Mr Webb said.

"We've invested in specialised training so we can better support customers who need help, and truly make a difference in their life."

In 2017, some of Suncorp’s Insurance Management team participated in Uniting Kildonan's CareRing training program to help them better identify and understand the needs of vulnerable customers who may face unemployment, family breakdown, or mental health issues.

"Our teams are now better equipped to support customers through tailored information and options for additional specialist support," Mr Webb said.

Suncorp will run similar programs for customer facing teams across the business, to further build our capability to meet the needs of customers.

Suncorp’s Executive Manager of Corporate Responsibility, Sara Parrott, said the CareRing program is changing the way Suncorp relates to customers.

"We are committed to building trust and doing the right thing for our customers. This program brings new skills and tools to help our people support customers during life’s critical decisions and challenges in a meaningful way," Ms Parrott said.

Uniting Kildonan’s CareRing training program is one of the initiatives Suncorp is delivering under its Financial Inclusion Actin Plan. As a financial service provider, maintaining the trust of our stakeholders is essential to doing business. We aim to put our customers at the heart of everything we do and help them make good choices. We provide our customers with access to affordable financial services that meet their needs.