How can we support you?

At Genus Life Insurance Services (Genus), we are committed to providing our customers with integrity, respect, nobility, and compassion.

We understand that everyone’s individual situation and circumstances are different, and sometimes we all need extra care and support.

Whether you’re making a claim or experiencing hardship we put our clients’ needs first at all times and are here to provide the support you need.

Experiencing vulnerability?

We recognise that everyone may experience vulnerability at some point in their lives.

Vulnerability can come in many unique forms such as illness or injury, age, loss of income, changes in the community, family violence, Aboriginal or Torres Strait Islander status and or personal circumstance as well as other factors such as disability, financial distress, language barriers, literacy barriers, mental health, remoteness, suicidality or suicidal behaviours and the loss of a loved one.

At Genus, we are committed to taking extra care in supporting our vulnerable customers and we will treat you (and your family, carer, or support person) with empathy, compassion, and respect.

Finding out what support is available may be helpful if you’re in need of extra assistance. We have in place appropriate information, tools and services for you to access.

If you would like further information regarding how we support our customers experiencing mental health conditions(s) please click here.

When can I ask for help?

We understand that asking for help isn’t always easy. However, our employees are trained in identifying and supporting our customers experiencing vulnerability. In addition, we have a Client Care specialist team dedicated to working with customers who need additional assistance.

We encourage you (or your representative) to tell us of any extra care you may need or vulnerability you may have and we can arrange support and help you to access our services.

If you need support to meet verification and identification requirements at claim time, we will take reasonable steps to support you.  To assist us you may also wish to let us know of your background and circumstances such as if you are from an Aboriginal or Torres Strait Islander community, a non-English speaking background or impacted by domestic family violence.

How to access support

Here is some helpful information on how we can support you and the services we offer:

Domestic and Family Violence

Find out about the support we can offer you through our
Family and Domestic Violence Policy

Interpreter Services

If you require translation or interpretation services, including those for indigenous languages, please contact

Telecommunication Relay Services

If you have a hearing or speech impairment, you can visit
National Relay Service
Voice Relay number
1300 555 727
TTY number
133 677

Genus Client Care Team

Genus has a specialist team dedicated to the care and support of our clients.

Genus Client Services Team

Genus Client Service Team can help to provide options in managing your existing cover.

Financial Hardship

We have policies and procedures to assist you if you are experiencing financial hardship
Contact our Client Services Team to discuss your options
1300 88 44 88

There are also a range of free external support services available to all Australians facing challenging personal circumstances and in need of help.

No matter your situation, please don’t hesitate to reach out to the following organisations and always call 000 if you or your family are in immediate danger.


National 24-hour domestic and family violence and sexual assault line.


24/7 counselling and referral service for people in a crisis.
Lifeline website

Beyond Blue

24/7 support to people experiencing anxiety or depression.
Beyond Blue website


A confidential 24/7 helpline service with Lifeline-trained Aboriginal & Torres Strait Islander Crisis Supporters.

MensLine Australia

24/7 support, information, and referral service for men with family and relationship issues.
MensLine Australia website

National Debt Helpline

Financial counselling is a free, confidential service to help people in financial difficulty.

Protecting your privacy

The protection of your information and privacy is important to us.

In order to help you, your information may be recorded so that we can arrange the appropriate support as well as keep a record of any ongoing assistance you may need.

Please visit our privacy page for more information on how we collect, store, and use your information.

Genus acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past, present and emerging.