Insurers are noting increased regulatory scrutiny.
Complaints to AFCA against insurers have leapt.
ASIC has also sued companies over discount failures.
The customer had lodged a home-and-contents claim after wild weather, but the insurer’s call centre couldn’t satisfactorily answer their questions. So, on a recorded conversation the corporate regulator reviewed, the customer asked how they could speak to another staff member.
“I guess you can hang up and re-call,” was the reply.
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Liam Walsh writes on investigations and companies with The Australian Financial Review. He has won multiple media awards, worked in Japan and is now based in Brisbane. Email Liam at liam.walsh@afr.com.au
