Emergency Services: 24 hours 365 days 1300 381 381
Compassionate Care When It Matters Most
At RCC National, we understand that navigating an insurance claim can be overwhelming—especially during times of vulnerability. Whether you're elderly, living with a disability, experiencing health challenges, facing financial hardship, or dealing with the emotional impact of property damage, our dedicated support team is here to provide the understanding, patience, and personalised assistance you deserve.
Understanding Vulnerability in Insurance Claims
Vulnerability can take many forms and may be temporary or ongoing. We recognise that each person's situation is unique, and circumstances that make the claims process more challenging might include:
Age-related needs
Older Australians who may require additional time, clearer communication, or physical assistance
Medical conditions
Serious ilness or recovery that impacts capacity to manage the claim
Social isolation
People without family support networks or community connections
Recent trauma or loss
Those affected by bereavement,disaster, or significant life events
Domestic or family violence
Individuals in unsafe or unstable living situations
Financial hardship
Customers facing economicstress or housing insecurity
Language barriers
Non-English speakers or thosewith limited literacy
Mental health challenges
Anxiety, depression, PTSD,or other conditions thataffect engagement
Disability or mobility limitations
Customers with physical, sensory, or cognitive impairments
We approach every customer with respect, dignity, and an open mind—recognising that vulnerability is not always visible and can change over time.
Our Approach to Vulnerable Customer Care
Proactive Updates
We don’t wait for you to chase us. Our team provides regular, reassuring updates and checks in to ensure you feel informed and supported throughout your claim journey.
Respect and Privacy
We handle personal information with strict confidentiality and treat your home and belongings with care. Your dignity and autonomy are always our priority.
Trained Support Coordinators
Our vulnerable customer specialists receive ongoing training in trauma-informed care, mental health awareness, disability inclusion, and culturally sensitive communication.
Flexible Service Delivery
From appointment scheduling to site visits, we work around your needs. Whether that means longer meetings, involving a support person, or coordinating with carers, we’re here to accommodate.
Listening First
We take the time to understand your individual circumstances, preferences, and concerns. Our team asks how we can best support you and adapts our approach accordingly.
Clear, Patient Communication
We explain the claims process in plain language, check for understanding, and welcome questions. Communication is never rushed, and we’re happy to repeat information or provide it in writing.
How we can Help
Depending on your needs and in partnership with your insurer, our support may include:
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Extended appointment times and home visits at convenient times
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Communication via your preferred method (phone, email, face-to-face, or through a representative)
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Assistance understanding reports, quotes, and next steps
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Coordination with family members, carers, advocates, or case managers
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Priority scheduling for urgent or distressing situations
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Referrals to community support services, financial counselling, or emergency accommodation
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Sensitivity to cultural, religious, or personal preferences
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Extra care when working in occupied homes or around vulnerable residents
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Post-completion follow-up to ensure you're satisfied and settled
Working in Partnership with Your Insurer
Our Vulnerable Customer Support Program operates in partnership with insurers. All specialised support services are coordinated with your insurer to ensure aligned care and optimal outcomes for your claim.
You're Not Alone
If you or someone you know is managing an insurance claim and needs extra support, please let us know. There’s no judgment, no barriers—just a team ready to help.
Additional Resources
We're here to support you, but you're not alone. These organisations can also provide assistance:
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National Disability Insurance Scheme (NDIS) – ndis.gov.au
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Beyond Blue – Mental health support: 1300 22 4636
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Lifeline – Crisis support: 13 11 14
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1800RESPECT – Domestic and family violence support: 1800 737 732
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Financial Counselling Australia – Free financial advice: 1800 007 007
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Carer Gateway – Support for carers: 1800 422 737
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Translating and Interpreting Service (TIS) – 131 450
