SUPPORT FORVULNERABLE MEMBERS

We recognise that vulnerability may exist in many forms. Vulnerability can arise due to factors such as:

• age
• disability
• injury
• a mental or physical health condition
• language barriers
• literacy barriers
• cultural background
• remote location
• domestic and family violence
• financial distress
• the loss of a loved one.

We recognise that although members may identify with one or more of these factors, they may not necessarily be in a vulnerable state. We also recognise that vulnerability can arise in other circumstances too.

We encourage you (or your family, carer or support person) to speak with our team so that we can identify and understand your needs and the ways we can help. We can support vulnerable members by:

• providing interpreter services
• being flexible with meeting verification and identification requirements
• communicating with you by your preferred method
• providing assistance if you're experiencing financial hardship and/or domestic or family violence.

Read more about how we support members experiencing vulnerability.

If you tell us that you’re vulnerable, we’ll protect your right to privacy and handle any information you provide us in accordance with the HCF Privacy Policy.

If you’re concerned about your privacy, contact us and let us know if you want to change your contact or cover details.

We can help you:

• update your contact details and personal information on your policy
• update members on your policy (if you're the policyholder)
• remove or update authorised people who can access your personal information or make changes to your policy.

If you would like to set up a new policy, we can help you with that too.

How we keep your account access secure

Your details in the My Membership app and online member services are secured with multi-factor authentication. Learn how to use multi-factor authentication.