Who is a vulnerable person?
Go Insurance provides travel insurance for Australian travellers, and we know that anyone can experience vulnerability at some point. A vulnerable person is someone who, because of personal circumstances or the actions of others, is susceptible to harm, loss or disadvantage. Vulnerability can be temporary or ongoing, and it can happen gradually or suddenly.
There are different kinds of vulnerability. For example:
How we can help you
Customers can find themselves needing extra support at different times in their lives. You might tell us directly, or a relative, friend or supplier might let us know on your behalf — and sometimes a customer’s circumstances help us recognise that a bit more care is needed. However we become aware, we’re here to help.
Interpreter services
Go Insurance offers customers access to interpreter services in over 160 languages and dialects, delivered by native and accredited language practitioners. If you have an existing claim or complaint and need an interpreter, let our claims or dispute resolution team know and we’ll arrange it.
If you hold a joint policy
If someone else is named on your policy alongside you, and your personal safety may be at risk, we will consider our obligations to joint policyholders, help you set up a new policy where needed to protect your safety, and offer a sensitive claims process that protects your confidentiality.
Contact our team
If you’re a Go Insurance customer who needs extra care, please get in touch — we’ll work with you sensitively and confidentially.
Support services available to all Australians
These free services can help if you’re facing challenging circumstances. In an emergency, or if you’re not feeling safe, always call 000.
Financial support
Language and accessibility
Mental health and crisis support
Family and domestic violence
Grief, relationships and life changes
Cultural and community support
Frequently asked questions
What Australian customers most often ask about support for vulnerable customers with Go Insurance.
What does Go Insurance mean by a “vulnerable customer”?
A vulnerable customer is someone who, because of personal circumstances or the actions of others, is susceptible to harm, loss or disadvantage. It can be temporary or ongoing, and anyone can experience it — through health, financial stress, language, location, family violence or major life events.
How do I let Go Insurance know I need extra support?
Just tell us — call 1300 819 888 or email customerrelations@goinsurance.com.au. A trusted relative, friend or support worker can also let us know on your behalf. We’ll note it sensitively so you don’t have to keep repeating yourself.
Does Go Insurance offer interpreter services?
Yes. We provide access to interpreters in over 160 languages and dialects. If you have an existing claim or complaint and need an interpreter, let our claims or dispute resolution team know and we’ll arrange it.
Can Go Insurance help if I’m deaf or have a hearing or speech impairment?
Yes. You can reach us through the National Relay Service — voice 1300 555 727, TTY 133 677, or SMS 0432 677 767 — and ask to be connected to Go Insurance on 1300 819 888.
I’m struggling financially — what can Go Insurance do?
If you’re finding it hard to meet an excess or a debt you owe us, we can help. See our financial hardship assistance page, or contact our team and we’ll work through your options with you.
Where can I get free, independent support?
Free national services are listed above by category — including Lifeline (13 11 14), 1800RESPECT (1800 737 732) and the National Debt Helpline (1800 007 007). In an emergency, or if you’re not feeling safe, always call 000.
Everyone deserves a bit of extra care sometimes
Whatever you’re going through, you’re welcome to reach out. We’ll treat you with dignity, respect and confidentiality, and help you find the right support.