If 2020 taught us anything, it’s that anyone can find themselves vulnerable at any time. Life can be turned upside down through job losses, physical and mental illness, natural disasters, the loss of a loved one or the horror of violence in the home.

Here at Suncorp, we understand many of our customers may experience these issues at some stage during their lives. Therefore, we have a skilled team in place to listen, support and show care to these customers at a time when they need support most.

In 2017 Suncorp introduced the Customer Advocate to represent the voice of customers within the organisation and, in particular, to advocate for customers facing challenging and complex circumstances. Given the remit, promoting awareness of vulnerability, its impact on customers and providing tools and training to our people to support those at risk is top of mind for Suncorp’s Customer Advocate, Michelle Bain.

To help Suncorp best understand how we can help, experts are invited to share their insights and ask questions at the annual Consumer Advocate Day.

Representatives from Thriving Communities Partnership, Uniting and Financial Rights Legal Centre were among those participating in the forum, along with Senior Suncorp leaders. Insurance affordability, domestic violence, COVID-19 support, accessibility and community resilience were some of the many topics discussed on the day.

Suncorp Group CEO Steve Johnston said the insights shared at the event are invaluable in helping Suncorp better understand our customers' emerging issues and environments. “Suncorp is committed to taking a leading role in ensuring our communities have access to the support they need to emerge from the challenging events of the past year,” said Mr Johnston.

An example of this commitment includes Suncorp’s Customers Experiencing Vulnerability Hubs. The Hubs were introduced in 2019 in Bank and Claims, and more recently in Direct Distribution. Call Centre or store employees who encounter potentially vulnerable customers, often refer them to the Hubs for tailored support.

“Our specialists in the Hubs are highly trained and understand how to support these customers and their specific needs,” said Ms Bain. “They are committed to making a difference in the lives of people experiencing challenging circumstances and to help customers get back on their feet. This is our purpose - Building futures and protecting what matters - in action."