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.
