Retirement
Delay tactics ‘rife’ around life and TPD insurance payouts
The group life insurance industry – the one that automatically covers 12 million Australians as part of their superannuation – has been slammed by a consumer advocacy group for being “rife with delays and time-wasting” in the event of member claims.
Delay tactics ‘rife’ around life and TPD insurance payouts
The group life insurance industry – the one that automatically covers 12 million Australians as part of their superannuation – has been slammed by a consumer advocacy group for being “rife with delays and time-wasting” in the event of member claims.

Unlike other forms of life insurance, group life insurance is “universal”, a way for Australian employers to provide basic life insurance to workers, including total and permanent disability (TPD) cover through superannuation.
Super Consumers Australia has said that delay in claim handling is the second most common complaint around superannuation, according to the Australian Financial Complaints Authority, and indicated there have been suggestions that “this is deliberate on the part of the insurer, who can make more from hanging onto the money than paying out quickly”.
It has outlined six separate ways in which insurers and the super funds themselves are delaying group life insurance claims: “drip feeding” information requests, doctor shopping, slow responses, personnel changes, not passing on of paperwork, and dragging out final calculations and payments.
According to Australian Lawyers’ Alliance’s Josh Mennen, “Delays in insurance claims is as old as insurance itself.”

“There’s two rules in insurance.”
“Rule number one is: ‘Don’t pay unless you have to’, and rule number two is: ‘If you have to pay, write the cheque very slowly’.”
Financial hardship, strain on relationships and families, distraction from treatments and recovery in the case of illness or disability, as well as worsened mental health, have all been cited as harms that can be caused by processing delays in group life insurance.
“Whatever the reason for this delay, it has a massive impact on the lives of claimants, who are already in a vulnerable position,” Super Consumers has stated.
According to Super Consumers Australia director Xavier O’Halloran, “Poor claims processes take a huge toll on people’s mental health and in many cases compounds the underlying harm.”
He said, “Australians are paying thousands of dollars for peace of mind, which for too many turns into panic when they enter the claims process.”
Super Consumers Australia said that despite the enormous impact it can have on people’s lives, “the handling and settlement of insurance claims is currently not covered by the definition of ‘financial service’”.
“We are calling on the industry to do better, but as commissioner [Kenneth] Hayne found, the law needs to change to ensure people are treated fairly in the claims process,” Mr O’Halloran said.
“We need to remove the current carve-out insurers have from acting efficiently, honestly and fairly in claims handling to protect people from delays and time-wasting.”
It follows nestegg’s coverage of the “egregious” eight-month delays on life insurance payouts at AMP.
About the author

About the author


Superannuation
Superannuation guarantee rate rises to 12 per cent as parental leave changes take effect
The superannuation guarantee rate has increased from 11.5 per cent to 12 per cent from Tuesday, with super contributions also being added to Commonwealth Parental Leave Pay for the first time. Read more

Superannuation
Rest's Sustainable Growth option achieves highest sustainability classification
Rest superannuation fund has achieved the highest sustainability classification for its Sustainable Growth investment option from the Responsible Investment Association Australasia. Read more

Superannuation
Aware Super slashes admin fees for retirees by up to 25 per cent
Aware Super has reduced administration fees for members with a retirement income account by up to 25 per cent and lowered the maximum annual fee. Read more

Superannuation
SuperAPI co-founder criticises Labor's superannuation tax as 'sneaky tax on young people'
The co-founder of SuperAPI has labelled Labor's proposed tax on superannuation balances above $3 million as a "sneaky tax on young people, tomorrow" disguised as a policy targeting wealthy retirees ...Read more

Superannuation
Election policies could reshape Australia's superannuation landscape, expert warns
Competing superannuation policies from Australia's major political parties could have significant implications for investors and retirees, according to a financial expert. Read more

Superannuation
Industry leaders weigh in on concessional super tax as Budget confirms $55bn investment
Changes to the taxation of superannuation earnings and contributions have drawn mixed responses from financial and payroll sector leaders, as the Federal Budget confirms over $55 billion in ...Read more

Superannuation
Call for indexation on super tax cap as $3m threshold draws criticism
A senior executive in the superannuation technology sector has criticised the Federal Government for failing to index the proposed $3 million superannuation tax cap, arguing the measure will unfairly ...Read more

Superannuation
Rest members back calls for fairer superannuation rules ahead of Federal Budget
Rest has called on the Federal Government to implement superannuation reforms aimed at improving fairness across the system, after member survey results showed strong support for a range of proposed ...Read more

Superannuation
Superannuation guarantee rate rises to 12 per cent as parental leave changes take effect
The superannuation guarantee rate has increased from 11.5 per cent to 12 per cent from Tuesday, with super contributions also being added to Commonwealth Parental Leave Pay for the first time. Read more

Superannuation
Rest's Sustainable Growth option achieves highest sustainability classification
Rest superannuation fund has achieved the highest sustainability classification for its Sustainable Growth investment option from the Responsible Investment Association Australasia. Read more

Superannuation
Aware Super slashes admin fees for retirees by up to 25 per cent
Aware Super has reduced administration fees for members with a retirement income account by up to 25 per cent and lowered the maximum annual fee. Read more

Superannuation
SuperAPI co-founder criticises Labor's superannuation tax as 'sneaky tax on young people'
The co-founder of SuperAPI has labelled Labor's proposed tax on superannuation balances above $3 million as a "sneaky tax on young people, tomorrow" disguised as a policy targeting wealthy retirees ...Read more

Superannuation
Election policies could reshape Australia's superannuation landscape, expert warns
Competing superannuation policies from Australia's major political parties could have significant implications for investors and retirees, according to a financial expert. Read more

Superannuation
Industry leaders weigh in on concessional super tax as Budget confirms $55bn investment
Changes to the taxation of superannuation earnings and contributions have drawn mixed responses from financial and payroll sector leaders, as the Federal Budget confirms over $55 billion in ...Read more

Superannuation
Call for indexation on super tax cap as $3m threshold draws criticism
A senior executive in the superannuation technology sector has criticised the Federal Government for failing to index the proposed $3 million superannuation tax cap, arguing the measure will unfairly ...Read more

Superannuation
Rest members back calls for fairer superannuation rules ahead of Federal Budget
Rest has called on the Federal Government to implement superannuation reforms aimed at improving fairness across the system, after member survey results showed strong support for a range of proposed ...Read more