CommInsure has repeated its position that no documents were altered or missing within its claims tracking system and that internal and external investigations support that finding.
The life insurer made the statement as part of a response to questions on notice from the Parliamentary Joint Committee Inquiry into Life Insurance, which released CommInsure’s statement on 11 May.
In the statement, CommInsure was asked to address allegations that documents went missing or were altered within its claims tracking system and what system were in place in the past, and the present to log actions related to claims documents.
“…investigations conducted at the time these allegations were made concluded that all expected data was in the database”
CommInsure advised the documents, which were for internal use only by its medical officers, were not altered or missing and “…investigations conducted at the time these allegations were made concluded that all expected data was in the database”.
The CommInsure response also highlighted a public statement released on 23 March 2017 by ASIC which “…did not find any evidence to suggest that medical opinions stored on the database were deleted or altered by staff outside the Medical Risk Team, other than for appropriate administrative functions”.
CommInsure stated the database at the centre of the allegations did not have an audit tracking function but it was restricted to medical officers and system administrators only and is no longer active, having been replaced with a new system that has audit functionality.
This is the third time CommInsure has responded to allegations regarding its claims process after releasing the findings of a review late last year (see: CommInsure Claims No Systemic Issues Around Declined Claims) and again at PJC hearings in March 2017 (see: CommInsure Defends Claims Review Outcome).
In related news, CommInsure recently joined Riskinfo in conducting a Claims Round Table discussion; the feature article appearing in the May 2017 edition of Riskinfo eMagazine, released earlier this week: CommInsure Claims Round Table.
