Financial Services Guide

This Financial Services Guide (FSG) is an important document. It is designed to help you decide whether to use the financial services we offer, and it is issued by Rape Insure Pty Ltd under Part 7.7 of the Corporations Act 2001 (Cth). Please read it carefully and keep a copy for your records.

This FSG tells you:

• who we are, the financial services we are authorised to provide, and who is responsible for those services;
• how we, our employees and our authorised referral partners are paid;
• any associations or relationships that could reasonably be expected to influence the services we provide;
• the compensation arrangements we have in place if something goes wrong;
• how we collect, use and protect your personal information;
• how to make a complaint, and where to go if you are not satisfied with our response; and
• how to contact us.

When you will receive this FSG

We will give you this FSG before, or as soon as practicable after, we provide a financial service to you. In practice, that means you will see it when you request a quote on our website, when you call us to talk about cover, and when a referral partner gives you our details. The current version is always available at rape.insure/documents, and we will send you a printed or large-print copy free of charge if you ask.

If we provide this FSG to you electronically, for example by email or as a link in a quote, you can ask us at any time for a paper copy. Where you have received this FSG from one of our referral partners, that partner has been authorised by us to distribute it, but the partner is not our representative and cannot provide financial services on our behalf (see Section 5).

About this version

This FSG replaces all earlier versions. We review it at least annually and whenever there is a material change to our services, remuneration arrangements or licence conditions.

The financial services described in this FSG are provided by Rape Insure Pty Ltd (ABN 62 148 903 771), the holder of Australian Financial Services Licence number 512 884. In this FSG, “rape.insure”, “we”, “us” and “our” all refer to Rape Insure Pty Ltd.

We are an Australian general insurer, founded in 2019 and headquartered in Melbourne. We are authorised by the Australian Prudential Regulation Authority (APRA) under the Insurance Act 1973 (Cth) to carry on general insurance business in Australia, and we are regulated by the Australian Securities and Investments Commission (ASIC) in relation to our conduct, disclosure and financial services licence.

What our licence authorises us to do

Under AFSL 512 884 we are authorised to:

• deal in general insurance products, which means issuing, applying for, acquiring, varying, renewing and cancelling those products;
• provide general financial product advice about general insurance products; and
• provide claims handling and settling services in relation to general insurance products.

These authorisations apply to both retail clients and wholesale clients. In practice, almost everyone who holds Victim Support Cover is a retail client, and the retail client protections in the Corporations Act 2001, the Insurance Contracts Act 1984 and the General Insurance Code of Practice apply to you.

Who is responsible

rape.insure is the issuer of Victim Support Cover and the licensee responsible for every financial service described in this FSG. Our services are provided by our employees, who act as our representatives. We do not appoint authorised representatives, agents or brokers to provide financial services on our behalf, and no other licensee shares responsibility for the services we provide. If you are dealing with someone who says they represent rape.insure, you can confirm this by calling us on 1300 727 346.

We hold reinsurance with Tasman Re (Australia) Limited. Reinsurance is a contract between insurers that helps us manage the financial risk of large or unusual claims. It does not change our obligations to you: your contract of insurance is with rape.insure alone, we make every claims decision, and we pay every accepted claim from our own funds.

We are a signatory to the General Insurance Code of Practice, which sets standards for the way general insurers deal with their customers, including timeframes for claims decisions, support for customers experiencing vulnerability, and complaints handling. Our compliance with the Code is monitored by the independent Code Governance Committee. You can read more about our commitments under the Code on our About us page.

We design, issue and administer one product: Victim Support Cover, a general insurance policy that provides financial support to people who become victims of crime in Australia. It is available at three levels of cover, Essential, Standard and Premier, and is described in full in the Product Disclosure Statement. We do not issue, arrange or recommend any other financial product, and we do not act for any other insurer.

Dealing in Victim Support Cover

When you deal with us, we may:

• provide you with a quote based on the information you give us;
• issue a policy, and issue a Policy Schedule confirming the cover you have chosen;
• renew, vary or cancel your policy at your request or in accordance with the policy terms;
• collect premiums and process refunds, including under our 21-day cooling-off period; and
• handle and settle claims made under your policy, including assessing eligibility, arranging payment to you or to a provider you choose, and communicating our decisions.

General advice only

We are authorised to provide general financial product advice only. This means that any information or opinion we give you about Victim Support Cover, whether on our website, in our quote tool, in brochures, on the phone, in emails, at information sessions hosted by referral partners or on social media, is prepared without taking into account your personal objectives, financial situation or needs. It is intended to help you understand the product, not to tell you whether it is right for you.

Our team can:

• explain the five benefits, the limits that apply at each level of cover, the exclusions, and the 30-day qualifying period;
• explain the difference between Essential, Standard and Premier, and the cost of each;
• explain how the claims process works and what you need to lodge a claim;
• answer factual questions about the policy wording; and
• help you complete an application or make a change to your policy.

Our team cannot:

• recommend a level of cover, an optional benefit or an excess for your particular circumstances;
• tell you whether you need Victim Support Cover, or whether it is better or worse than cover you already hold, such as income protection through superannuation or a state victims-of-crime scheme;
• advise you to cancel or change any other financial product; or
• provide legal, taxation, medical or financial planning advice.

If you would like advice that takes your personal circumstances into account, you should speak to a licensed financial adviser. ASIC's Moneysmart website includes a register of financial advisers and guidance on what to ask them. We do not receive any payment for recommending that you obtain personal advice, and we do not maintain referral arrangements with financial advisers.

Your duty when you apply

Before you enter into, renew, vary or extend a contract of insurance with us, you have a duty under the Insurance Contracts Act 1984 to take reasonable care not to make a misrepresentation to us. We meet our side of that duty by asking you clear and specific questions and by explaining why each question matters. We do not ask about your medical history. If you are unsure how to answer a question, ask us. If you do not take reasonable care and make a misrepresentation, we may be able to reduce or refuse a claim, or cancel the policy, depending on what we would have done had you answered accurately.

Design and distribution

Under the design and distribution obligations in Part 7.8A of the Corporations Act 2001, we have prepared a Target Market Determination describing the class of people Victim Support Cover is likely to be appropriate for. Our staff and referral partners are required to distribute the product consistently with that determination, and we review it within twelve months of issue, at least every two years after that, and whenever a review trigger occurs. If we conclude that the product is unlikely to be appropriate for you based on the information you give us, we will tell you so before you buy.

We are paid by the premium you pay for your policy. We do not charge you any fee for this FSG, for a quote, for general advice, for issuing or varying your policy, or for handling your claim. Everything we earn from you is contained in the premium shown on your Policy Schedule.

Your premium

Your premium is calculated when you apply and at each renewal. It reflects the level of cover you choose, who is covered (an individual, a couple or a family), your age band, the state or territory you live in, any optional benefits you add, the excess you select and how often you choose to pay. We add goods and services tax (GST) and the stamp duty charged by your state or territory. Stamp duty on general insurance is set by state and territory governments and currently ranges from 0% in the Australian Capital Territory to 11% in South Australia. Your quote and Policy Schedule show each of these components separately.

If you choose to pay by instalments, a loading is applied to reflect the additional cost of administering instalment payments. The loading is included in the instalment amount shown on your quote and is not charged separately.

From the premium we receive, we pay claims, pay our reinsurance premium to Tasman Re (Australia) Limited, meet our operating costs, and hold the capital APRA requires us to maintain so that we can meet our obligations to policyholders. We do not receive any commission, rebate or other benefit from any other party in connection with your policy.

How our people are paid

Our employees, including the people who answer your calls, assess your claim and manage your case, are paid a fixed salary. Some employees are eligible for a discretionary annual bonus. Eligibility for a bonus is assessed against customer outcomes: the timeliness and quality of claims decisions, the outcomes of complaints and quality assurance reviews, adherence to the General Insurance Code of Practice and our conduct standards, and feedback from the people we support. No employee receives a commission, and no bonus is calculated by reference to the number of policies sold, the premium written, the level of cover chosen, or the number of claims declined. Our people do not have sales targets.

Our directors and senior executives are remunerated on the same principles. Variable remuneration for executives is subject to APRA's prudential standards on remuneration and may be reduced or forfeited where conduct, risk or customer outcomes fall short of our expectations.

Referral partner fees

We pay a referral fee to authorised referral partners (described in Section 5) when a person they refer to us takes out a new policy. The fee is up to 5% of the first-year base premium, calculated before GST, stamp duty and any instalment loading. It is paid once, after the cooling-off period has ended, and is not paid on renewals, variations or optional benefits added later. The fee is paid by us from our own funds. It is not added to your premium and it is not deducted from any claim. You will pay the same premium whether or not you came to us through a referral partner.

For example, an individual aged 25 to 34 who takes out Standard cover has a first-year base premium of $592.80 before GST and stamp duty. If that person was referred by an authorised referral partner, the partner would receive a fee of no more than $29.64. Some partners choose to have their referral fees paid to a nominated charity or waive them altogether; where that is the case, the partner will tell you.

We keep a register of any non-monetary benefit worth more than $300 that we give to or receive from a referral partner or service provider. The register is available on request. If you would like more information about how we or a referral partner are remunerated in relation to a particular service, please ask us within a reasonable time after receiving this FSG and before the service is provided.

Who our referral partners are

Most people first hear about Victim Support Cover through an organisation that already supports victims of crime. We have written referral agreements with a small number of such organisations, which we call authorised referral partners. They include specialist sexual assault services, family and domestic violence services, community legal centres, victims-of-crime advocacy bodies, university and TAFE student support services, and providers of employee assistance programs. A partner may display our brochures, include a link to our website, host an information session at which one of our employees speaks, or give you our contact details along with this FSG.

Authorised referral partners are not our representatives. They:

• cannot provide financial product advice about Victim Support Cover, general or personal;
• cannot complete an application, issue a policy, collect premiums or handle a claim on our behalf;
• must give you this FSG, or tell you where to find it, when they refer you to us; and
• must tell you that they may receive a referral fee if you take out a policy.

Before we appoint a referral partner we assess its governance, its complaints history and its alignment with our trauma-informed approach. Every partner signs an agreement that requires it to distribute the product consistently with our Target Market Determination, completes annual training on what it may and may not say about the product, and is reviewed each year. We remove partners that do not meet these standards. A current list of authorised referral partners is available by calling us or emailing hello@rape.insure.

Community support lines

The free community support lines we publish on our website and in our claims materials, including 1800RESPECT, Lifeline, Emergency services, Victims of Crime Helpline (VIC) and Victims Services (NSW), are not referral partners. They receive no payment from us, we receive no payment from them, and they have no relationship with rape.insure. We list them because they may be able to help you, whether or not you hold a policy with us.

Panel providers

Our case managers can connect you with psychologists, legal practitioners, security installers and relocation services that have agreed to our service standards and fee schedules. You are never required to use a panel provider, and the policy pays the same benefit whichever eligible provider you choose. Panel providers do not pay us to be on the panel, we do not pay them for referrals, and they do not receive any payment from us other than for services provided to you under your policy.

Ownership and other associations

rape.insure is a privately owned Australian company. We are not owned by, and do not own an interest in, any bank, other insurer, superannuation fund or financial product issuer. No shareholder, director or related body corporate of rape.insure provides financial services to you through us, holds an interest in any referral partner, or receives any benefit from your decision to buy or keep Victim Support Cover beyond a shareholder's ordinary interest in the company's overall performance.

Our reinsurance arrangement with Tasman Re (Australia) Limited is a commercial contract between insurers. Tasman Re (Australia) Limited holds no ownership interest in rape.insure, has no role in deciding your claim and does not receive any information that identifies you unless a claim exceeds the retention under our treaty, in which case we share only what is necessary to administer the reinsurance. We do not have any other association or relationship that could reasonably be expected to influence the financial services we provide to you.

Section 912B of the Corporations Act 2001 requires us to have arrangements in place to compensate retail clients for loss or damage suffered because of a breach by us, or by our representatives, of our obligations under Chapter 7 of that Act. We meet this requirement by holding professional indemnity insurance that we consider satisfies the requirements of section 912B and ASIC Regulatory Guide 126.

Our professional indemnity insurance covers claims in relation to the conduct of our current employees and of former employees for services they provided while employed by us, subject to the terms, conditions, limits and excesses of the policy. It is designed to protect us, and therefore you, against the financial consequences of an error, omission or breach, but it is not a guarantee that every claim will be paid, and it does not replace the rights you have under your policy or through the complaints process described in Section 8. Further information about our compensation arrangements is available on request.

Prudential protection and the Financial Claims Scheme

As an APRA-authorised general insurer we must hold capital and reinsurance sufficient to meet our obligations to policyholders under APRA's prudential standards, and we report to APRA on our financial position each quarter. In the unlikely event that we were unable to meet our obligations, you may be entitled to a payment under the Financial Claims Scheme established under the Insurance Act 1973 and administered by APRA. Access to the scheme is subject to eligibility criteria. Information about the scheme is available from APRA at www.apra.gov.au or by calling the APRA hotline on 1300 558 849.

We handle your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy. Because of the nature of Victim Support Cover, we recognise that the information you share with us may be among the most sensitive you ever share with a company, and we have designed our processes around that.

What we collect and why

To provide a quote and issue a policy we collect your name, date of birth, contact details, state or territory of residence, the people you want covered and your payment details. When you make a claim we collect the police event number or the reference for your Victims Services application, and, where a benefit requires it, information about your treatment, employment, housing or legal matters. Some of this is sensitive information, including health information, and we collect it only with your consent and only where it is necessary to assess or pay the benefit you are claiming. We do not require you to give us a detailed account of the incident: a report reference is enough to open a claim.

We use your information to:

• provide quotes, issue and administer your policy and process payments;
• assess, pay and manage claims, including arranging services with providers you choose;
• meet our legal obligations, including under the Corporations Act 2001, the Insurance Contracts Act 1984, the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 and the design and distribution obligations;
• detect and prevent fraud; and
• improve our products and services, using de-identified information wherever possible.

Who we share it with

We disclose your information only where it is necessary to do the things described above. That may include the psychologists, lawyers and other providers you ask us to pay; Tasman Re (Australia) Limited, to the limited extent described in Section 5; our information technology, payment and mailing service providers, who are bound by contract to protect your information; the Australian Financial Complaints Authority, if you make a complaint; and ASIC, APRA or other regulators where the law requires it. We never sell your information, and we never use sensitive information for marketing. We will not share information about your claim with police, an employer, a family member or anyone else unless you ask us to in writing or we are compelled by law, and if we are compelled by law we will tell you unless we are legally prevented from doing so.

Your information is stored in data centres located in Australia and is encrypted in transit and at rest. We do not routinely disclose personal information overseas. Where a service provider we use has support staff outside Australia, we require contractual protections equivalent to the Australian Privacy Principles. We keep records of your policy and any claim for seven years after the policy ends, as the Corporations Act requires, after which they are securely destroyed or de-identified.

Your rights

You have the right to ask for access to the personal information we hold about you, to ask us to correct it, and to complain if you believe we have mishandled it. We will respond to a privacy complaint within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992. Our full Privacy Policy explains all of this in more detail, including how to make a request and what to expect from us.

If you are unhappy with any aspect of our service, our products or a decision we have made, we want to hear about it. You can make a complaint by telling anyone on our team, by calling 1300 727 346, by emailing complaints@rape.insure, or by writing to the Complaints Manager at GPO Box 4471, Melbourne VIC 3001. You can ask a support person, advocate or representative to make the complaint on your behalf, and we can arrange an interpreter at no cost.

Internal dispute resolution

Our internal dispute resolution process is designed to meet ASIC Regulatory Guide 271 and the General Insurance Code of Practice. When you make a complaint:

• we will acknowledge it within one business day of receiving it, and tell you who is handling it;
• it will be reviewed by a complaints officer who was not involved in the original decision and who has the authority to change it;
• we will keep you informed of progress at least every ten business days;
• we will give you our final response in writing within 30 calendar days of receiving your complaint, explaining our decision, the reasons for it and your right to take the matter further; and
• if we cannot respond within 30 days, we will tell you why, tell you when you can expect a response, and tell you that you may take your complaint to the Australian Financial Complaints Authority without waiting.

Making a complaint will never affect your policy, your claim or the way we treat you. More detail, including what to expect at each stage, is on our Complaints page.

External dispute resolution

If you are not satisfied with our final response, or we have not responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent external dispute resolution service for consumers and small businesses, and its decisions are binding on us. AFCA generally requires that a complaint be lodged within two years of our final response. AFCA can consider complaints about the way we sold or administered your policy, the handling of a claim, and our handling of your personal information.

If your complaint concerns a possible breach of the General Insurance Code of Practice, you can also report it to the Code Governance Committee, the independent body that monitors insurers' compliance with the Code, at www.insurancecode.org.au. The Committee does not resolve individual disputes but can investigate our conduct and require us to take corrective action.

You can contact us in whichever way is most comfortable for you. Our general enquiries line and our claims line are staffed by our own employees in Melbourne, not by an outsourced call centre, and you will never be asked to describe the incident to reach the right person.

Accessibility and language support

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to connect you to rape.insure; there is no charge to you. If you are deaf, hard of hearing or have a speech impairment, you can reach us through the National Relay Service on 133 677 and ask for 1300 727 346. This FSG, the Product Disclosure Statement and the Target Market Determination are available in large print and audio formats on request, and our website is designed to meet WCAG 2.2 Level AA.

You can also send us a message through our Contact page, or start a claim at any hour through our Claims page. If you are in immediate danger, call 000.

This Financial Services Guide was prepared by Rape Insure Pty Ltd on 1 June 2026 and is effective from 1 July 2026.