Insurance

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Commonwealth Bank (CBA) has pleaded guilty to 30 criminal charges of making false or misleading representations to 165 customers when selling consumer credit insurance (CCI).

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Between 2011-2015, the big four bank was found to have made false or misleading representations to customers relating to its CreditCard Plus and loan protection policies as an add-on insurance product. Customers were told that they could make a claim against their insurance policies when some or all were not available to them.

“ASIC has been concerned about the consumer harms associated with add-on insurance for some time,” ASIC deputy chair Sarah Court said on Friday (29 October).

“ASIC pursued a criminal case against CBA after it was clear customers had been sold insurance that they had no use for.”

The news comes on the back of the corporate regulator’s review of the sale of consumer credit insurance by 11 major banks and lenders.

In April, ASIC also took Westpac to court for alleged misleading and unfair sales. It was alleged at the time that the bank mis-sold consumer credit insurance with credit cards and other credit facilities to customers who had not agreed to buy the policies. It was further alleged that Westpac made false or misleading misrepresentations that customers had agreed to acquire, were liable to pay for, and that Westpac had a right to charge for CCI.

“Following a review of consumer credit insurance, ASIC banned the unsolicited sale of this insurance through cold calls, secured over $250 million in remediation for customers and has taken civil action against Westpac,” Ms Court said.

“Today, we add criminal proceedings against CBA. These interventions were necessary because the industry did not put customers front and centre.”

A date for the matter is yet to be announced.

CBA is yet to publicly comment.

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Commonwealth Bank (CBA) has pleaded guilty to 30 criminal charges of making false or misleading representations to 165 customers when selling consumer credit insurance (CCI).

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Life insurers are breathing a sigh of relief as Australia’s longest lockdowns come to an end.

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As Australia begins to reopen after a long winter of lockdowns, the insurance sector is wary of the long-term consequences.

KPMG’s latest annual check in with the life insurance sector has suggested that Australia’s handling of the COVID-19 pandemic may have saved local operators from the worst.

In the 12 months to 30 June 2021, income from premiums rose by 2.4 per cent to $17.6 billion.

Overall, annual profit totalled $1 billion for the sector, with a significant improvement on the performance of underlying insurance products like statutory funds accounting for over half of that. 

“The 2020–21 year was the first full year of the pandemic for the life sector, and while the long-term impacts are still uncertain, the immediate results were not as bad as some had feared,” KPMG insurance sector lead David Kells said.

Mr Kells suggested that the overall number of policyholders declined, but he noted that this was more to do with new Protecting Your Super (PYS) and Putting Members Interests’ First (PMIF) regulations than the pandemic.

“There was an expectation that death claims would initially increase and then begin to fall as the pandemic extended and restrictions continued, due to reduced levels of accidents and respiratory-related deaths,” he said.

However, the reality was a little less dire. Lump-sum claims remained relatively stable in 2020 compared to 2019, as did disability income and group salary continuance claims.

“The unprecedented actions by the government to maintain jobs and support companies potentially mitigated the cost to the insurance industry,” Mr Kells suggested.

Others in the industry are more cautious, acknowledging the unknowns that hang over the long-term effects of the pandemic.

“While the results were reasonably encouraging for the industry, we should be careful of being too definitive,” KPMG actuarial partner Briallen Cummings said.

Ms Cummings noted that the long-tail effects that COVID-19 will have on the level of Individual Disability Income Insurance (IDII) and Total & Permanent Disability (TPD) claims are still unclear.

“Historically, impacts on employment can take up to 18 months to translate into increased claims. The impact on mental health in the community also continues to be high,” she said.

While the question marks that hang over the next phase of the pandemic loom large, Mr Kells said that the reforms implemented following the Hayne royal commission have been steadily kicking in across the sector in the meantime.

“These all have a significant impact across the front, middle and back offices and increase further the risks and costs of non-compliance and reputational damage,” he said.

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Life insurers are breathing a sigh of relief as Australia’s longest lockdowns come to an end.

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Rule changes aimed at curbing major losses by the industry could leave individuals worse off.

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A raft of new income protection insurance rules from the Australian Prudential Regulation Authority are set to be introduced from 1 October.

The maximum amount of an individual’s pre-disability annual income that can be claimed will drop from 75 per cent to 70 per cent under the new rules. A cap of 90 per cent of annual income will apply for the first six months.

The time frame over which pre-disability income is measured will also be reduced.

“Anyone who makes a claim on a policy taken out after 1 October will only be able to use the 12 months leading up to the claim to show their pre-disability income and will need to provide a reason for insurers to look past 12 months of income in extenuating circumstances, such as if they had recently been on maternity leave,” said Dale Coombes, the head of life insurance sales and service at comparison site Compare Club.

While individuals may currently be able to make an extended claim indefinitely when they are not able to return to their previous occupation, this will no longer be the case.

“This means after two years, a policy will switch to any occupation that a customer can do based on education, training or experience as opposed to the role they were in at the time of claim,” Mr Coombes said.

The changes have been introduced by APRA due to the $3.4 billion in losses experienced by the industry over the past five years.

“While this is a positive change for the industry, it does mean anyone who takes out IP after 1 October is potentially paying a similar price for less coverage,” Mr Coombes said.

A survey recently conducted by Finder indicated that only 16 per cent of Australians are currently covered by income protection insurance while a further 11 per cent have plans to take out a policy in the future.

“Anyone who would struggle to get by without their pay should seriously consider income protection insurance,” said Graham Cooke, head of consumer research at Finder.

“It’s usually available whether you work part-time, full-time or if you’re self-employed, and premiums are generally affordable.”

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2021-09-29 01:05:08" ["slug"]=> string(50) "17435:changes-loom-for-income-protection-insurance" ["event"]=> object(stdClass)#8651 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

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Rule changes aimed at curbing major losses by the industry could leave individuals worse off.

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Australia’s securities watchdog has said that the life insurance industry needs to step up when it comes to how it handles consumer data.

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Australia’s securities watchdog says that the life insurance industry needs to step up when it comes to how it handles consumer data. 

As part of their regular check-in with Australia’s life insurance industry, ASIC said more needs to be done to address industry issues.

ASIC deputy chair Karen Chester said that while all nine insurers covered in the agency’s latest report are working to address issues raised by ASIC’s 2019 report, “more needs to be done”.

“Most insurers have conducted reviews to identify areas for improvement, and have started to make appreciable changes in response to ASIC’s findings and their own, to lift industry standards,” the report found.

The full list of companies who participated in the report includes Westpac, AMP, Metlife, AIA, Zurich, MLCL, TAL Life Ltd, Hannover and QInsure.

More specifically, Ms Chester called out the industry for inconsistencies when it comes to storing and using consumer data.

She noted that ASIC found that data captured by insurers is often “inconsistent or not in a searchable or reportable format, limiting its usefulness”.

According to her, “to achieve good customer outcomes, insurers must lift their data capabilities”.

“Insurers also need to invest more in their data systems to target claims-handling problems, and design products to meet the needs of their target market,” she added.

Ms Chester also noted that superannuation funds accounted for around 75 per cent of the total and permanent disability (TPD) insurance market, calling on superannuation trustees “to engage with TPD design issues and work on lifting standards, for the benefit of their members”.

“While some trustees have taken positive steps in this direction, others have more work to do,” she said.

ASIC’s 2019 review of the TPD sector highlighted four major issues in the industry, ranging from friction in the claims handling process, a higher-than-predicted declined claim rate, a lack of adequate data-keeping practices and the subjecting of claimants to ‘activities of daily living’ tests.

Ms Chester said that superannuation trustees are clearly in the “driver’s seat” when it comes to delivering good outcomes for customers, calling on them to deliver the improvements necessary to meet their design and distribution obligations by the October deadline.

“They also need to be mindful of their new obligations to act efficiently, honestly and fairly when handling claims and providing superannuation trustee services,” Ms Chester added.

In a statement, ASIC said it will continue to monitor progress and hold insurers accountable to their commitments.

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2021-08-03 01:30:58" ["slug"]=> string(85) "17158:asic-calls-on-insurance-and-super-funds-to-address-gaps-before-october-deadline" ["event"]=> object(stdClass)#8662 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

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Australia’s securities watchdog has said that the life insurance industry needs to step up when it comes to how it handles consumer data.

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An intervention by ASIC over poor telephone sales practices, has left OnePath with a $35 million bill. 

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OnePath is facing remediation costs of up to $35 million after it misled 40,000 customers through its life insurance business.

The move comes after an intervention by ASIC, who alleged that “extensive” consumer harm resulted from the tactics used by OnePath’s sales team, including pressure selling, failing to provide consumers with key information about the policy they were sold and outright misleading customers by tell them that salespeople were affiliated with ANZ Bank.

In response to ASIC’s concerns about its sales practices, OnePath agreed to refund premiums with interest to consumers who purchased a life insurance policy from them and to review prior claims and complaints made about its practices.

OnePath also said they would waive certain conditions for affected customers who still hold an active policy.

The remediation program is expected to conclude in December 2021.

ASIC Deputy Chair Karen Chester said that “for over three years now, ASIC has pursued enforcement, regulatory and remediation action to tackle misconduct and stem consumer harm in the direct life insurance market.”

She said that through court action, disruption and improvement in sales practices, ASIC has delivered compensation to tens of thousands of consumers who have suffered harm and deterred bad actors in the financial sector. 

However, according to Ms Chester, “it’s really disappointing that despite OnePath offering refunds to around 26,000 consumers, less than one in two consumers (only 41 per cent) have banked their cheque or arranged with OnePath for their refund to be paid into their bank account.”

“If you are a OnePath or ANZ insurance customer who has been contacted by OnePath about a refund, please respond to OnePath to arrange payment of your refund. You can also call OnePath on 1800 290 572 if you are unsure of what to do or want to check this is not a scam’ said Ms Chester.

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2021-07-12 01:00:08" ["slug"]=> string(76) "17049:life-insurer-to-refund-35-million-to-customers-after-asic-intervention" ["event"]=> object(stdClass)#8673 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

• Yes

" ["afterDisplayContent"]=> string(0) "" } ["text"]=> string(378) "

An intervention by ASIC over poor telephone sales practices, has left OnePath with a $35 million bill. 

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string(0) "" ["value"]=> string(0) "" ["rawvalue"]=> string(0) "" } } ["link"]=> string(94) "/invest-money/insurance/life-insurer-to-refund-35-million-to-customers-after-asic-intervention" ["image"]=> string(34) "images/article-826x550/asic-ne.jpg" ["image_alt"]=> string(71) "Life insurer to refund $35 million to customers after ASIC intervention" } [5]=> object(stdClass)#8152 (57) { ["id"]=> int(17029) ["title"]=> string(74) "Insurance dispute helplines are struggling to keep up with climate change " ["alias"]=> string(73) "insurance-dispute-helplines-are-struggling-to-keep-up-with-climate-change" ["introtext"]=> string(196) "

More and more Australians are facing extreme weather events, but the infrastructure designed to handle the aftermath isn’t keeping up with demand.

" ["fulltext"]=> string(2488) "

The Financial Rights Legal Centre is calling for the government to step in, as the disaster insurance sector struggles to keep up with a rise in activity.

According to a new report into the aftermath of extreme weather events like the Black Summer bushfires and Cyclone Seroja, urgent funding is needed to ensure affected Australians are able to get legal assistance when they need it most.

Financial Rights Legal Centre CEO Karen Cox said the rise in extreme weather events seen in recent years has also led to a rise in disputes between insurers and their customers. 

“When catastrophe strikes, people need help on a number of fronts, including dealing with their insurer. In this fraught and traumatic environment, disputes are inevitable,” she said.

Unfortunately, at the same time as demand is rising for the Financial Rights Legal Centre’s Insurance Law Service helpline, Ms Cox said the organisation has had to cut hours to due to a lack of funding.

“An inability to access free, specialised legal advice to help resolve insurance problems could put the welfare and livelihoods of thousands of people around Australia at risk and end up costing communities and the government a lot more in the long run,” she said.

The report lays out several approaches to addressing these underlying issues, ranging from targeted subsidies that allow residents in high-risk areas to afford the insurance premiums that mitigate their level of climate risk to recommending that ASIC take a more proactive posture with its oversight powers.

Ms Cox also called on insurers to be better at assisting people and base cash settlement offers on the likely cost to the customer rather than the insurer.

“With extreme weather events increasing in both frequency and intensity due to climate change, national leadership is required to address these pressing issues.”

“Many people are being left behind by rising insurance premiums in the face of increasing climate-related risk,” she said.

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2021-07-08 00:00:50" ["slug"]=> string(79) "17029:insurance-dispute-helplines-are-struggling-to-keep-up-with-climate-change" ["event"]=> object(stdClass)#8684 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

• Yes

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More and more Australians are facing extreme weather events, but the infrastructure designed to handle the aftermath isn’t keeping up with demand.

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