Public Liability Insurance Online :: News
SHARE

Share this news item!

Code Watchdog Criticises Insurer for Misleading Rejection Letters

Code Watchdog Criticises Insurer for Misleading Rejection Letters

Code Watchdog Criticises Insurer for Misleading Rejection Letters?w=400
The Life Code Compliance Committee has recently reprimanded a life insurance provider for issuing misleading rejection letters to policy applicants.
These letters were deemed "ambiguous and contradictory" and failed to clearly inform applicants of their review options after being denied coverage.

The situation was highlighted by the Committee's chair, Jan McClelland, who underscored that every consumer has the right to transparent communication, especially when denied an insurance policy. McClelland pointed out that the insurer incorrectly communicated that the denials couldn't be reconsidered unless new information was provided, which was not the case.

According to the committee, 170 applicants were affected by this communication failure. The insurer has now been directed to reassess its decision letters, as well as its operator scripts, and to report its findings back to the committee. The initial issue, reported in November 2023, involved template letters that omitted crucial information about customers' rights to submit additional information or to seek a review or file a complaint.

Efforts to correct the error were initially made by the insurer with updated letters. However, these attempts fell short of the standards set by the Life Insurance Code of Practice. The compliance committee noted that the language used implied finality in the decision while simultaneously suggesting, albeit ambiguously, the possibility of a review.

The insurer's internal oversight was also criticised for failing to catch and address this lapse, leading to customer confusion. Instead of directly notifying affected customers, the insurer relied on financial advisers to communicate the information, which was inadequate according to the committee. McClelland noted that the oversight in internal checks left customers inadequately informed.

Despite not naming the insurer, the committee acknowledged the provider's efforts to rectify the situation, which played a role in withholding the name from the public.

Published:Tuesday, 24th Jun 2025
Source: Paige Estritori

Share this news item:

Insurance News

ClearView Names New Underwriting Head Amidst Strategic Changes ClearView Names New Underwriting Head Amidst Strategic Changes
30 Jun 2025: Paige Estritori

ASX-listed life insurer ClearView has announced the appointment of Peter Tilocca as Head of Underwriting, coinciding with key updates to its underwriting standards and definitions. Tilocca's extensive two-decade career in Australian underwriting includes leadership roles at Zurich, Noble Oak, One Path Life, and RGA Australia. His new role with ClearView commenced on 30 June. - read more
Ombudsman Supports Theft Claimant in Home Business Coverage Dispute Ombudsman Supports Theft Claimant in Home Business Coverage Dispute
30 Jun 2025: Paige Estritori

A recent case has seen a policyholder triumph over her insurer after the Australian Financial Complaints Authority (AFCA) ruled in her favour following a contentious dispute regarding home business operations. The controversy arose when the woman's theft claim was denied by her insurance provider, IAG, over allegations of fraudulent misrepresentation about the use of her rental property. - read more
AFCA Upholds Insurance Fraud Ruling Over Disputed Possum Accident AFCA Upholds Insurance Fraud Ruling Over Disputed Possum Accident
26 Jun 2025: Paige Estritori

A motorist's claim that he crashed into a tree to avoid a possum has been denied by the Australian Financial Complaints Authority (AFCA), which supported the insurer's fraud decision. The incident involved the driver crashing his Jeep—insured for over $20,000—on a dimly-lit street, purportedly avoiding the rain-soaked motorway en route to the store. - read more
Code Watchdog Criticises Insurer for Misleading Rejection Letters Code Watchdog Criticises Insurer for Misleading Rejection Letters
24 Jun 2025: Paige Estritori

The Life Code Compliance Committee has recently reprimanded a life insurance provider for issuing misleading rejection letters to policy applicants. These letters were deemed 'ambiguous and contradictory' and failed to clearly inform applicants of their review options after being denied coverage. - read more
Insurer Ordered to Pay Full Claim for Confusing Patio Coverage Insurer Ordered to Pay Full Claim for Confusing Patio Coverage
23 Jun 2025: Paige Estritori

A recent ruling mandates that an insurer must fully honor a storm-related claim due to ambiguous policy wording regarding items in open areas. The Australian Financial Complaints Authority (AFCA) determined that the insurer's restriction on coverage for items in a patio area was unfounded, as the policy's phrasing was not clear. - read more


Business Insurance Articles

The Difference Between Public Liability and Other Insurances Explained The Difference Between Public Liability and Other Insurances Explained
Public liability insurance is designed to protect businesses against claims made by the public for injuries or damages that occur in connection with the business operations. It covers legal fees, medical expenses, and compensation costs that may arise if a customer or a member of the public is injured or property is damaged as a result of the business activities. - read more
Public Liability Insurance for Tradespeople: Safeguarding Your Business on Site Public Liability Insurance for Tradespeople: Safeguarding Your Business on Site
If you're a tradesperson, safeguarding your business is not just about having the right tools and skills, but also ensuring you're protected against unexpected events on site. Public Liability Insurance plays a crucial role in your safety net, providing a shield against potential financial setbacks caused by accidents and injuries. - read more
Navigating Public Liability Insurance for Event Organizers: A Must-Read Guide Navigating Public Liability Insurance for Event Organizers: A Must-Read Guide
Event organizing can be an exhilarating adventure, teeming with creativity and collaboration. However, with the buzz of activity and the gathering of crowds comes a significant responsibility to ensure the safety and well-being of attendees, staff, and the venue itself. This is where Public Liability Insurance becomes a pivotal part of an event organizer's toolkit. - read more
The Business Owner's Guide to Calculating Adequate Public Liability Coverage The Business Owner's Guide to Calculating Adequate Public Liability Coverage
For any business owner, navigating the waters of legal and financial protection can be daunting. Public liability insurance is a lifeboat in this respect; by understanding its basics, businesses can better shield themselves against the unpredictable tides of liability claims. As a starting point, public liability insurance is designed to protect businesses in the event that a third party suffers an injury or property damage due to the business's operations. - read more
5 Things Every Restaurant Owner Needs to Know About Public Liability Insurance 5 Things Every Restaurant Owner Needs to Know About Public Liability Insurance
Every restaurant owner needs to be familiar with the term 'public liability insurance'. This type of insurance is designed to protect your business financially in case a customer or a member of the public suffers an injury or property damage as a result of your business operations. In a bustling restaurant environment, accidents can happen—the risk of slips, spills, and other mishaps is ever-present. - read more
Navigating Public Liability Insurance for Event Organizers: A Must-Read Guide Navigating Public Liability Insurance for Event Organizers: A Must-Read Guide
Event organizing can be an exhilarating adventure, teeming with creativity and collaboration. However, with the buzz of activity and the gathering of crowds comes a significant responsibility to ensure the safety and well-being of attendees, staff, and the venue itself. This is where Public Liability Insurance becomes a pivotal part of an event organizer's toolkit. - read more
Public Liability Insurance for Tradespeople: Safeguarding Your Business on Site Public Liability Insurance for Tradespeople: Safeguarding Your Business on Site
If you're a tradesperson, safeguarding your business is not just about having the right tools and skills, but also ensuring you're protected against unexpected events on site. Public Liability Insurance plays a crucial role in your safety net, providing a shield against potential financial setbacks caused by accidents and injuries. - read more
Essential Public Liability Coverage for Gym and Fitness Center Owners Essential Public Liability Coverage for Gym and Fitness Center Owners
Running a gym or fitness center comes with unique responsibilities, especially when it comes to providing a safe environment for clients. In this dynamic space, where individuals engage in activities that may pose risks, it is imperative for gym owners to understand the importance of public liability insurance. This type of coverage is a cornerstone for safeguarding your business against claims arising from accidental injuries or property damage to third parties. - read more
The Role of Public Liability Insurance in Protecting Hospitality Venues The Role of Public Liability Insurance in Protecting Hospitality Venues
Public liability insurance serves as a critical safety net for event organizers, often seen as a robust shield safeguarding against potential financial repercussions arising from unforeseen incidents. In the dynamic atmosphere of events, where a multitude of variables come into play, this insurance plays a fundamental role in ensuring the stability and continuance of the host's operations. - read more
Why Retail Store Owners Can't Afford to Skip Public Liability Insurance Why Retail Store Owners Can't Afford to Skip Public Liability Insurance
As the owner of a retail store, you may not realize that the day-to-day interactions with customers and the public pose significant financial risks. Whether it's a customer slipping on a wet floor or a product causing harm, the threat of negligence claims is all too real. This is where Public Liability Insurance becomes not just a safety net, but a fundamental necessity for your business operations. - read more


Your free liability insurance quote comparison starts here!
Cover Amount:
Postcode:

All quotes are provided free and without obligation. We respect your privacy.

Knowledgebase
Occupational Hazard:
A risk associated with the nature of a particular occupation, which may affect insurance premiums.