Additional care and support for customers experiencing vulnerability

At AMP we understand that life can present unexpected challenges, and we want to give customers the confidence in our service during this time. Our approach is holistic, encompassing both personalised in-house support and connections to valuable external resources.
 

Who is considered a vulnerable customer?
 

Vulnerability can be permanent or temporary and can affect anyone at any time for various reasons. At AMP, we are committed to offering you any additional support you need during a challenging time.

Some of the individual factors that may be causing vulnerability include:

• Financial Hardship
• Family or domestic violence
• Age
• Disability – including sight or hearing impairment
• Injury
• Mental health conditions and suicidality or suicidal behaviours
• Natural disasters or catastrophic events
• Language or literacy barriers
• Living in remote locations
• Socio-economic background
• Bereavement / loss of a family member
• Any other significant change in circumstances
   

How AMP can help

We understand that anyone can be impacted by unexpected events and challenging circumstances. We offer a range of services and encourage anyone facing vulnerability to reach out to us. Below are some examples of how we can support you during these times.

• Personalised Support - Our dedicated Client Services team is available to assist you. We offer contact via phone, email and live chat and will listen to understand your unique situation and endeavour to provide tailored solutions.
• Fraud & Suspicious Activity - If you need to report a suspicious transaction, please give us a call as soon as possible. We take your account security very seriously at AMP and will work with you to put additional security measures and monitoring in place so that you can rest assured your funds with us are safe. 
• Bereavement or loss - If a family member of yours has passed away and they were an AMP customer, our team can support you with the next steps required for their account. Additionally, if you are a customer of ours experiencing the loss of a family member and need financial assistance, we can support you through the process of submitting a Financial Hardship application towards funeral/travel expenses.
• Financial difficulty - If you are experiencing financial difficulty, our team is here to support you through the options you have available. You may be able to apply for a Financial Hardship withdrawal. Please give us a call as soon as possible so that we can work with you on the process and requirements involved.
• Hearing impairment - We support the use of The NZ Relay. This is a free service provided by the New Zealand Government and can help if you’re deaf or find it hard to hear or speak to people on the phone. Refer to the Services page for more information on the services The New Zealand Relay offer and how best to contact them.  
• Other circumstances - There may be other life events that arise and result in you facing challenging circumstances. Please don’t hesitate to reach out to us and let us know how we can help you.

Once we understand your circumstances, we can ensure that this is appropriately recorded on your account if you’d prefer not to explain your situation each time we talk to you.

External support services

We recommend reputable external organisations in New Zealand that offer specialised support in addition to speaking with us. 

How to reach us

We welcome any customer facing vulnerability to reach out to us as soon as possible. You can contact our dedicated support team by phone, email, or through our website. 

Our contact information can be found below:
https://www.amp.co.nz/contact

Your privacy is our priority

At AMP, we take your privacy seriously. We are committed to protecting your personal information and ensuring that your data is handled with the utmost care and confidentiality. For more information on how we safeguard your privacy, please refer to our Privacy Policy: https://www.amp.co.nz/nz/privacy-policy