Skip to content
Buy Insurance Book a Demo
GET IN TOUCH
04 488 1119
Choose region
Freight Insure Alt
Image Description: Freight Insure Alt
Australia
Freight Insure Alt
Image Description: Freight Insure Alt
New Zealand
Book a Demo Buy Insurance
Transport Companies
Protecting your clients and your reputation
Freight Carriers
Freight Platforms
Freight Brokers
4PLs
3PLs
Digital Freight Aggregators
Shippers
Instant cover for peace of mind
Insurance Brokers
Providing you and your clients with a competitive advantage
Technology Platforms
Better outcomes for your clients
Transport Management Systems
Freight Management Systems
Freight Booking Systems
Freight Marketplaces
INSIDE FREIGHTINSURE
Leadership Team
FAQs

Vulnerability Policy

Freight Insure Alt
Image Description: Freight Insure Alt

FreightInsure is acutely aware that changes to an individual’s circumstances can happen at a moment’s notice and we seek to handle these changes sensitively. Any customer is potentially vulnerable when their specific circumstances place them in a position where additional support might be needed to ensure they get the best possible outcome.

There are many forms of vulnerability and there is no one-size-fits-all approach to supporting vulnerable customers. Whilst some vulnerabilities are permanent, others can be fluid, temporary or occur at changing intervals, or lead to other or enhanced levels of vulnerability.

Tell Us Once Approach

When you as a customer share information about your vulnerability with us, we will record this information to avoid the need for you to have to repeat it in the future.

Accessibility

We ensure that customers can interact with us without barriers, regardless of disability, language or other needs.

Where available and practicable, we will take reasonable steps to provide you with access to a means of communicating effectively with us. This assistance may be provided using available interpreter services if you ask us to, or if we need an interpreter to communicate effectively with you.

If you do not understand English, or you need assistance with interpreting you can access an interpreter by calling Interpreting New Zealand (“INZ”) on 0508 468 377 (toll free) or (04) 384 2849. You may have to pay the cost of a local call for these services. The INZ can interpret more than eighty (80) languages.

If You have a speech or hearing impairment, we recommend that You contact the New Zealand Relay Services, which can help you communicate in a number of ways.

Their website is www.nzrelay.co.nz and you can also contact them on 0800 4 715 715 or (TTY) 0800 4 713 713.

This ensures we can provide all individuals with a positive experience with their FreightInsure policies.

Our Staff

All FreightInsure staff have completed training through ANZIIF on caring for the vulnerable customer and are aware of identifying vulnerability and are able to respond accordingly. We are committed to the ongoing training of our employees to help them:

  • Understand if a customer may be vulnerable;
  • Determine how to best support a vulnerable customer;
  • Take account of a customer’s particular needs or vulnerability;
  • Engage with a vulnerable customer with sensitivity, dignity, respect, and compassion. This may include arranging additional support and referral to specialised people or services.

How do we know if a client is Vulnerable?

A person’s vulnerability may be due to a range of factors such as:

Personal Issues:

  • Health (physical or mental)
  • Age
  • Functional literacy
  • Relationship breakdownFamily violence
  • Financial distress

Community Issues:

  • Natural disasters
  • Pandemic
  • Access to services (medical or schooling)
  • Geographic isolation (remote communities)
  • Financial literacy

Business Issues:

  • Economic downturn
  • Employment opportunities
  • Financial lending practices

This is not a complete list and FreightInsure employees keep an open mind regarding what constitutes a vulnerability.

It is imperative that FreightInsure employees also take the necessary measures to make all policy interactions a positive experience, which is guided, prompt and respectful. When speaking to a customer, they may open up about their experiences with vulnerability or hardship. Our team will also know to offer contacts for any of the services below:

Organisation Contact Number Web Page Services Available
MoneyTalks 0800 345 123 www.moneytalks.co.nz Free financial mentoring and budgeting advice
Lifeline New Zealand 0800 543 354 or text 4357 www.lifeline.org.nz 24/7 crisis support and suicide prevention
Citizens Advice Bureau 0800 367 222 www.cab.org.nz Free information and advice on rights, services, and support
Women’s Refuge 0800 733 843 www.womensrefuge.org.nz Support for women experiencing domestic violenc
Shine 0508 744 633 www.2shine.org.nz Support for individuals experiencing family violence
Youthline 0800 376 633 or text 234 www.youthline.co.nz Support for young people with emotional or mental health needs
Depression Helpline 0800 111 757 www.depression.org.nz Support for those living with depression or anxiety
Gambling Helpline NZ Gambling Helpline NZ Gambling Helpline NZ Gambling Helpline NZ
Alcohol Drug Helpline 0800 787 797 www.alcoholdrughelp.org.nz Support and information for alcohol or drug-related issue
Asian Family Services 0800 862 342 www.asianfamilyservices.nz Culturally appropriate mental health support for Asian communities

For further support from our team please reach out to:

Email: hello@freightinsure.co.nz

Phone: 04 488 1119

This policy was last updated January 2026.

Download Vulnerability Policy here