If you’re affected by family violence
Go Insurance is a travel insurance provider for Australian travellers, and we’re committed to supporting customers affected by family violence — safely, sensitively and privately. This page explains how we support you.
In immediate danger? Call 000
If you or someone else is in immediate danger, call emergency services. For free, confidential counselling at any time, 1800RESPECT is available 24 hours a day, 7 days a week.
What family violence is
Family violence is more than physical harm. Consistent with Australian law and the National Principles to Address Coercive Control, it is behaviour that controls, coerces or frightens a partner, family member or former partner. It includes:
You don’t need to use any particular words, or prove what has happened, for us to support you.
How we’ll support you
Depending on your situation, we can:
Keeping your information safe
Because we insure travel, our records can show where you are or where you’re going. If you share a policy with another person, we will not disclose your contact details, travel dates, destinations or itinerary to them, or to anyone else, in a way that could reveal your location or plans — unless you ask us to, or we are required by law.
You only need to tell us once
Once you’ve told us, we note it sensitively so that, wherever possible, you don’t have to explain your situation again each time you contact us. Where we can, we’ll arrange a single, consistent point of contact to help you.
If someone helps you deal with us
You’re welcome to have a trusted family member, friend, financial counsellor, caseworker or other representative deal with us on your behalf. With your authority, we’ll work with them, while continuing to protect your information and safety.
Where to get support
These national services provide free, confidential help at any time.
Contact us or make a complaint
If you’d like support, or have a concern about how we’ve handled your situation, please get in touch using whichever option suits you.
We’ll handle any complaint under our complaints process and the General Insurance Code of Practice. If you’re not satisfied with our response, you may be able to take your complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent service — at afca.org.au or 1800 931 678.
Frequently asked questions
What Australian customers most often ask about family violence support with Go Insurance.
How does Go Insurance support customers affected by family violence?
We support you safely, sensitively and privately. Depending on your situation, we can agree a safe way to contact you, prioritise or fast-track a claim connected to your circumstances, be flexible about the information we ask for, handle any money you owe us sensitively, and refer you to specialist services.
Will Go Insurance keep my location and travel details private?
Yes. If you share a policy with another person, we won’t disclose your contact details, travel dates, destinations or itinerary to them or anyone else in a way that could reveal your location or plans — unless you ask us to, or we’re required by law.
Do I have to prove family violence to get support?
No. You don’t need to use any particular words, or prove what has happened, for us to support you.
Do I need to explain my situation every time I contact Go Insurance?
No. Once you’ve told us, we note it sensitively and, wherever possible, arrange a single, consistent point of contact so you don’t have to explain your situation again each time.
Can someone else deal with Go Insurance on my behalf?
Yes. With your authority, a trusted family member, friend, financial counsellor, caseworker or other representative can deal with us for you. We’ll continue to protect your information and safety throughout.
What if family violence has affected money I owe Go Insurance?
We handle any debt connected to family violence sensitively, and can offer financial hardship support. Let us know and we’ll work with you.
Where can I get urgent help?
If you’re in immediate danger, call 000. For free, confidential counselling at any time, call 1800RESPECT on 1800 737 732, available 24/7. Lifeline (13 11 14) also offers 24-hour crisis support.
How do I raise a concern about how my situation was handled?
Contact us on 1300 819 888 or customerrelations@goinsurance.com.au. We’ll handle it under our complaints process and the General Insurance Code of Practice, and you can escalate to AFCA if you’re not satisfied with our response.
Reach out whenever you’re ready
However you’ve been affected, you can talk to us in a way that feels safe. We’ll treat you with dignity, respect and compassion, and protect your privacy every step of the way.