A helping hand for those in need
Suncorp has strengthened its support for customers experiencing vulnerability, extending our partnership with community service organisation Uniting and expanding its CareRing referral service to all customers in need.
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The renewed partnership builds on Suncorp’s ongoing commitment to helping customers experiencing vulnerability due to issues such as financial hardship, mental health challenges or domestic and family violence, which have all been on the rise during the COVID-19 pandemic.
Suncorp was the first Australian insurer to join forces with Uniting in 2016 through its CareRing service. This new phase will see insurance and banking customers benefit from the three-part support service which includes a dedicated case manager for customers needing long-term assistance, referral pathways to community and health services, and financial assistance for specialist requests.
The announcement comes as Australia faces its first recession in nearly 30 years, and when many Australians are facing financial and emotional stress as a result of COVID-19.
Suncorp Customer Advocate Michelle Bain said the specialist support offered to customers through this partnership was more important than ever.
“Many Australians are facing a range of vulnerabilities as a result of the pandemic – job security pressures, mental health challenges and domestic and family violence are all on the rise,” Ms Bain said.
“Now more than ever people need to know we are here to help them through a difficult time, no matter the circumstances. We have specialist teams who can help provide access to support and information based on individual circumstances.
“We have been working with Uniting for a number of years now and have seen firsthand the difference their CareRing services can make in the lives of our customers.
“This expansion allows all our specialist teams to lean on Uniting’s expertise and capabilities to ensure our customers are accessing the right support services when they’re feeling most vulnerable.”
Many Australians are facing a range of vulnerabilities as a result of the pandemic – job security pressures, mental health challenges and domestic and family violence are all on the rise. Now more than ever people need to know we are here to help them through a difficult time.
Michelle Bain, Suncorp Customer Advocate
The partnership follows the formation of dedicated Support Hubs in 2019 at Suncorp. These teams bring together specialist team members to triage customers and provide flexible, tailored, end-to-end case management for customers requiring additional support, including referrals to qualified specialist services.
These dedicated teams have been working with around 230 customers every month during the COVID-19 pandemic.
Uniting’s Social and Financial Inclusion Group Manager, Anna Matina welcomed Suncorp’s decision to expand its support for the CareRing service.
“We are pleased to be able to continue our work with Suncorp to support vulnerable individuals and families,” Ms Matina said.
“As a result of this partnership, we can offer both practical support and hope for a better future - not just for those customers experiencing financial hardship – but to the wider community.”
