‘Radio silence, on hold for hours’: How insurers treat their watchdog
Insurers are under fire for mangling claims, lengthy delays, suspicions of deliberate denials of cover, rejecting riskier households and issuing apology after apology.
Of all the customers, Justin Untersteiner was probably the worst for an insurer to stuff around.
As chief operating officer of the Australian Financial Complaints Authority – the ombudsman established by federal laws to resolve complaints between clients and financial organisations – he is a key figure inside the insurance disputes umpire.
Liam WalshReporterLiam 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
