Refer a customer to Vero Support

Financial hardship cases

If your customer is experiencing financial hardship and isn't able to pay their premium, email customersolutions@vero.co.nz to discuss options.

See also our customer-facing page: Managing the cost of your insurance

Introducing Vero Support

When a customer is experiencing vulnerability, we can facilitate a referral to Vero Support who will contact the customer to provide professional support, which can include:

• Counselling support
• Connection to additional external community support services and government support agencies
• Follow up wellbeing check in phone calls
• and if the customer's immediate access to food, safety or shelter is compromised, emergency hardship assistance may be provided on a case-by-case basis.

Vero Support can offer further support to the above, which will be assessed by the Vero Support team when they contact the customer. This service is available for all Vero customers free of charge and is confidential.

We don’t want you to feel any additional pressure when it comes to supporting customers. Having Vero Support available for you to refer customers to means together we can provide customers with support from experts who are in the best position to be able to help. 

See also our customer-facing page: Extra support