Extra Care and support for Members

Extra Care and support for Members 

At MAS, we understand that from time to time life can make it harder to manage insurance, finances, or important decisions. We are committed to providing Extra Care and support to members who may be experiencing vulnerability or need a little more help. 

Our goal is simple: to ensure every member feels heard and supported, especially when they need it most. 

What do we mean by “Extra Care”? 

Extra Care recognises that some members may temporarily or permanently need additional support due to personal circumstances. These situations can change over time and may include (but aren’t limited to): 

• Health conditions, illness, disability, or mental health challenges,
• financial hardship or reliance on long‑term benefits,
• significant life events such as bereavement, separation, or serious injury,
• communication or accessibility needs, or
• stressful or complex situations, such as ongoing claims or complaints.

You do not need to share details if it makes you uncomfortable. We only ask for what is necessary to support you better. 

How we can support you 

If you let us know that you need Extra Care, we can tailor our approach to better meet your needs. This may include: 

• Taking extra time to explain information clearly and at your pace,
• offering follow up calls, written summaries, or alternative communication methods, 
• making reasonable adjustments to how we communicate with you,
• being mindful of timing, urgency, and sensitivity when dealing with your matter,
• ensuring consistency where possible, so you don’t have to repeat your story, and
• providing additional support.

You’re in control 

If we identify that you may need Extra Care, either through our own observations or because you’ve told us, we will take steps to support you appropriately. This may include: 

• Keeping a record of this information so we can provide consistent and appropriate support,
• allowing additional time and opportunities for you to ask questions, 
• checking in regularly to confirm that the information we’ve provided is clear and understood,
• asking whether there is someone with you who can assist, or where it may be helpful, arranging to continue the discussion at a later time, and
• offering you the option to complete the transaction after you’ve had time to consider the information further.

This information is recorded securely and only used to help us better support you and used in accordance with our Privacy Statement. 

How to tell us you need Extra Care 

You can let us know in whatever way feels easiest for you: 

• Call us on 0800 800 627
• Email us at extracare@mas.co.nz
• Fill out our contact form

You can also tell us if someone else (such as a trusted support person) helps you manage your insurance. 

Supporting you is part of who we are 

Looking after our Members goes beyond insurance policies. Extra Care is about listening, understanding, and responding thoughtfully, especially during challenging times. 

We also offer support through EAP for our Members to access counselling.

If you think Extra Care might make things easier for you, we encourage you to let us know. We’re here to help. 

Other support services 

Across Aotearoa, there are a range of support services available, including helplines and online resources, that you may find helpful.