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The entire pet insurance industry has been shamed by a consumer advocate group in its annual awards which identifies the “worst of the worst” products and services on sale to the general public.

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As part of its annual Shonky Awards, CHOICE has awarded the sector a Shonky for “bad insurance riddled with insurance”.

The consumer group said it had reviewed 86 policies over the year and was unable to recommend any of them.

CHOICE CEO Alan Kirkland said “pet insurance is the insurance a business sells when it wants to make money without providing any service at all”.

“Riddled with exclusions and technicalities, pet insurance is one of this country’s worst-value insurance products,” he said.

It relies on “emotionally manipulating” your love of your pet to sell you worthless insurance, Mr Kirkland continued.

“This year CHOICE found this industry so bad we refused to recommend any policy.

“There was not a single policy that we could in good conscience suggest that pet owners consider buying.”

CHOICE noted that most Australian contracts are covered by “unfair contract terms” laws that protect consumers from big businesses attempting to use tricky contracts to rip people off.

Insurers – inclusive of pet insurance providers – received a carve-out when such laws were introduced.

“This also highlights why insurance companies shouldn’t be exempt from laws against unfair contract terms – it’s vital this special loophole for insurers gets closed,” Mr Kirkland continued.

CHOICE also shamed pet insurers for leaving Australians “stuck” in expensive contracts because of pre-existing conditions” clauses.

As a pet gets older, it is near impossible to swap companies and keep the same coverage, which can leave individuals with huge increases to their premiums each year.

Confusing clauses can also leave consumers without coverage, with some policies covering pets for diseases if they are vaccinated, while some won’t at all.

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The entire pet insurance industry has been shamed by a consumer advocate group in its annual awards which identifies the “worst of the worst” products and services on sale to the general public.

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Have you bought a car and felt pressured by the salesperson to add on insurance and warranty products? You aren’t alone.

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It’s such a widespread issue that the Australian Securities and Investment Commission has proposed to use its intervention powers to reform the sale of add-on financial products by car yards and protect consumers against costly add-ons. 

Announcing the consultation, ASIC commissioner Sean Hughes said the opening up of a consultation period on the proposal for reform follows consumer concerns.

He said there had been a history of unfair conduct and poor results for consumers in the add-on insurance market.

Mr Hughes said ASIC has further questioned the validity of these products when consumers look to claim on such policies.

“We have seen policies sold to consumers when they have been ineligible to claim under them,” he commented. 

As a result, ASIC has previously secured over $130 million in refunds to compensate consumers for their losses from these practices. 

The product intervention power held by ASIC allows it to intervene where financial products have resulted in, or are likely to result in, significant consumer detriment.

As well as compensation for past conduct, the regulator said it will propose changes to improve consumer outcomes in the future.

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Have you bought a car and felt pressured by the salesperson to add on insurance and warranty products? You aren’t alone.

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Have you used Allianz Insurance for death or unemployment and disability cover? You may be eligible for a refund.

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ASIC has reported that Allianz Australia Insurance Ltd will refund more than $8 million to 15,000 customers after a review into consumer credit insurance (CCI) by the regulator.

According to the commission, Allianz’s remediation program relates to the sale of cover to consumers who were ineligible to make a claim for unemployment or disability, the sale of death cover to customers under 21 years of age who were unlikely to need that cover, and the charging of fees to monthly paying customers without adequate disclosure.

For customers who purchased unemployment or disability insurance products, Allianz has outlined that it will refund all premiums charged plus interest for active, cancelled or lapse policies that were sold between 2011 and 2018, reassess all withdrawn and denied claims where the consumer was ineligible for a policy when it was sold to them, invite the submission of new claims and pay valid claims, continue to honour active policies and not rely on employment eligibility criteria as a basis to decline any relevant claim.

With respect to sales of death cover to customers under the age of 21, Allianz will refund all premiums charged plus interest for active, cancelled or lapsed policies sold between 2011 and 2018, and preserve existing death cover for active policyholders on current terms without charging for it.

Any customers affected by the monthly policy payment will be refunded all administration fees and loading charged plus interest, with Allianz assuring ASIC that it will correct any future direct debit amounts.

Commenting on the remediation requirement, ASIC commissioner Sean Hughes said it was disappointing that their “work on the sale of CCI has highlighted widespread mis-selling and poor product design”.

He said the remediation outcome is only one of many examples where CCI has failed consumers.

“We expect insurers to cease to sell insurance products that provide little or no value,” he continued.

“We need a financial system that is fair,” he stated.

“Insurers and other financial institutions need to rise to the challenge and embed the principle of fairness into their businesses to ensure we do not see any further instances of this kind of poor-value product being pushed on to consumers,” according to the commissioner.

Allianz has reported that it will stop issuing new consumer credit insurance policies from 30 September 2019, but will continue to fulfil its obligations to existing consumer credit insurance policyholders.

The refunds come as ASIC consults on a proposal to ban the sale of consumer credit insurance and direct life insurance through unsolicited telephone calls. 

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Have you used Allianz Insurance for death or unemployment and disability cover? You may be eligible for a refund.

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Unsolicited phone calls selling life and consumer credit insurance could be a thing of the past with the corporate regulator looking to ban the “unfair” practice. 

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ASIC has announced that it is inviting feedback on a proposal to ban unsolicited telephone sales of direct life insurance and consumer credit insurance. 

According to the commission, such a ban would prevent over-the-phone sales of complex insurance products which consumers do not need, want or understand.

It comes after ASIC identified unfair sales practices it said were consistently failing consumers and ultimately recommended the ban on unsolicited phone sales of consumer credit insurance earlier this month, and follows an August 2018 announcement that unsolicited sales of direct life insurance would be restricted.

The commission said it had previously found a link between outbound sales calls and sales conduct issues that included pressure selling. 

Commenting on the proposed ban, ASIC commissioner Sean Hughes outlined that “ASIC will step in to stop practices that lead to poor consumer outcomes and destroy trust in the system”.

“It is only fair that consumers have a proper opportunity to consider which insurance product best meets their needs and then compare alternative products, without feeling pressured to make a purchase,” he explained. 

Noting such a ban as consistent with the financial services royal commission recommendations, Mr Hughes said it will provide consumers with further protections from mis-selling practices now, ahead of wider law reform by government. 

“Without such a ban, we are concerned that consumers will continue to be preyed upon by peddlers of inappropriate insurance products, using pressure sales tactics,” he continued. 

ASIC said that once a ban is implemented, it will monitor compliance and take enforcement action as necessary if insurers and distributors don’t comply. 

[email protected]

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