Vulnerable Customers

At Pinnacle Life, we acknowledge that some of our clients may find themselves in situations that could lead to adverse outcomes. We want to assure you that we are fully committed to supporting you through these circumstances, be they temporary or permanent, to ensure a positive customer journey with Pinnacle Life.

Our goal at Pinnacle Life is to make every interaction with us, whether you’re buying a policy, making changes, or making a claim, as smooth as possible. Let us know if you have specific needs and would like us to consider them in our dealings with you.

Vulnerabilities may include, but are not limited to:

• Your age or life stage
• Disabilities or symptoms that impact your well-being, including mental health
• Other disabilities or symptoms that impact the way we should communicate with you, such as deafness, blindness or any hearing or visual impairment, or any speech impairment.
• Language or literacy difficulties (including learning difficulties such as dyslexia and English not being a first language)
• Personal circumstances that may have adversely impacted your physical or mental health (including serious illness, bereavement or separation)

At Pinnacle Life, we take a proactive approach to identifying and supporting our vulnerable customers. Whether through our own identification or if you have informed us, we are committed to:

• Making a record, and
• Providing you with additional ways of communicating with us or providing additional information to support you with any request you may have.

We may also; 

• Ask if there is anybody who can assist you with conversations
• Offer you the opportunity to complete the transaction after a period of further consideration or after you've had the chance to discuss it with someone else.

If for any reason we are unable to assist you, rest assured that we will do our best to ensure that you understand and have access to alternative options.

If you would like to talk to us about your situation, call us on 0800 22 22 23, email us at ask@pinnaclelife.co.nz or fill in the form below.