This online resource lists a range of community support services our customers may find useful to connect with, based on their personal circumstances.

For more information, please visit Signpost by Vivo.

Vivo Companion is our all-in-one digital health and recovery app for customers.

To access and use the Vivo Companion app, you must be insured under an eligible and active Acenda Insurance policy. This resource may be suitable if you’re thinking about lodging a claim, have recently lodged a claim, or have a claim that’s been accepted.

For more information, please visit Vivo Companion.

For customers requiring interpreting or translation services, please contact the Translating and Interpreting Service (an Australian Government service) via its website or by calling 13 14 50.

Alternatively, we can arrange for an interpreter/translator if you advise us you need one or we believe one is required.

If you’re deaf or hard of hearing, please visit the National Relay Service (NRS) to contact us via your preferred NRS call channel.

There are many different types of NRS calls to suit different needs. These include teletypewriter services, NRS Chat, NRS Captions, SMS Relay, Voice Relay, and Video Relay.

The NRS is available 24 hours a day, except for Video Relay calls, which have some periods of non-service (such as Sundays and public holidays).

If you’re facing financial hardship and finding it hard to meet your premium payments, please contact us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday. 

Alternatively, you can discuss your options with your financial adviser.

Other resources include:

• Moneysmart: This is an Australian Government website that’s operated by the Australian Securities and Investments Commission (ASIC), the corporate regulator in Australia. It includes calculators to assist with budget planning, savings, and income tax. 
  
• National Debt Helpline: This is a not-for-profit service that helps people address their debt problems. Professional financial counsellors offer a free, independent, and confidential service.

If you don’t have a financial adviser and need help finding one, we recommend using Moneysmart’s guide to choosing an adviser. Moneysmart is independent from financial advisers.

Alternatively, you can speak with one of our Acenda Coaches about your policy on 1300 450 316 between 8.30am and 6pm (AEST/AEDT), Monday to Friday.

By nominating someone as a ‘third-party authority’, you allow that person to enquire and access information about your policy, such as payment or claim details.

A third-party authority could include a lawyer, consumer representative, interpreter, family member, carer, or friend. 

If you’d like to add a third-party authority to your policy, please complete this form or call us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday.

We understand that some of our customers may face challenges in meeting our identification requirements.

This could include customers who identify as First Nations, come from non-English speaking backgrounds, or have been impacted by family violence.

We can use a flexible approach to help such customers meet identification requirements in line with AUSTRAC’s website.

For more information, please call us on 13 65 25 between 8.30am and 6pm (AEST/AEDT), Monday to Friday. Alternatively, you can discuss your options with your financial adviser.

An individual may be culturally and/or linguistically diverse due to their country of birth, ancestry, native language/s, religious affiliation, or the place their parents were born.

Such individuals can access additional support through the following resources:

• Australian Institute of Family Studies: This Australian Government agency has released a directory of organisations and peak bodies that support culturally and linguistically diverse communities. Depending on your location or needs, there may be an appropriate support group listed on this webpage. 
• ReachOut: ReachOut has a published list of Australia-wide support services that are available for culturally and linguistically diverse young people.

Support available to First Nations peoples on health and wellbeing is available through:

• Department of Health, Disability and Ageing: Provides information on annual health checks, health support, and health programs. 
• 13 YARN: Offers a culturally safe space for First Nations peoples to speak about needs, worries, or concerns. 
• WellMob: Provides social, emotional, and cultural wellbeing resources for frontline workers who support First Nations people.

Resources that can assist individuals who have difficulty understanding health issues include:

• HealthDirect: Provides free, trusted health information and advice 24/7.
• Services Australia – Health and disability: Provides information on Medicare, seeking medical help, living with disability, caring for someone, and dealing with the death of a loved one.

Customers can access the following resources for support with mental health:

• Medicare Mental Health services: Provides free support for anyone in Australia. No referral or appointment is required. Services can be accessed by visiting a local Medicare Mental Health Centre or Kids Hub or calling 1800 595 212. 
• Beyond Blue: Provides support including online peer support communities, counsellors (phone or online), and free mental health coaching. 
• Lifeline: Provides 24-hour crisis support and suicide prevention services to those experiencing emotional distress.

This dedicated webpage outlines the support Acenda can offer to those who have been affected by family and domestic violence.