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Insurance files form a large part of our legal casework and frequently involve clients in personal or financial crisis. While many claims may appear straightforward to an insurer, no claim is simple to the person making it. The Committee’s work has been invaluable in driving better outcomes for consumers.

Many of the responses to last year’s consult highlighted failings by insurers to identify and support customers experiencing vulnerability, which the Committee was unable to prioritise. It has also been several years since the Committee assessed subscribers’ compliance with the relevant sections of the 2020 Code.

The Independent Code Review Report highlighted how important obligations to treat customers experiencing vulnerability appropriately, particularly in the context of climate disasters and ASIC’s REP 802 citing Insurers failing to identify one in six complaints.

Read our full submission (PDF).