Complaints from advised clients about insurers’ claims decisions increased in the first half of the year, according to the latest data from APRA. The rise follows a downturn in complaints lodged with the regulator during last year’s June and December quarter.
In the 12 months to 30 June there were 166 recorded disputes over death claim decisions made by the country’s 16 life insurers with Zurich (which includes Zurich and OnePath brands) topping the list at 79.
Others included:
- TAL: 27
- AIAA: 24
- MLC: 15
- RLA: 12
Of the total, 148 disputes were resolved, 57 closed with the original decision unchanged, and 84 ended with the insurer’s original decision being reversed.
With regard disputes over TPD by individual advised clients, there were 868 complaints to insurers, with 649 resolved, 31 decisions reversed, and 214 were unchanged.
In addition there were 412 disputes over trauma claims by advised clients, of which 336 were resolved, 172 decisions remained unchanged, and 15 saw the insurers’ original decision reversed.
