The Committee recommends that insurers improve staff training to ensure staff adopt a trauma-informed approach when communicating with policyholders. This should include:
- Explicit reference to trauma-informed policies and training in the General Insurance Code of Practice (as per Recommendation 26 of the Independent Review of the General Insurance Code of Practice).
- Priority should be given to the recruitment of staff with experience from natural disasters.
- Recording, with consent, personal information to better assist people experiencing vulnerability (as per Recommendation 27 of the Independent Review of the General Insurance Code of Practice).
- Clear communication, via insurer websites and other forms of communication (such as mobile applications), the types of additional supports that the insurer makes available to consumers experiencing vulnerability.