In this on-demand webinar, join Elizabeth McNess, Senior Manager, Code Compliance at the Australian Financial Complaints Authority in reviewing the Life CCC Annual Data and Compliance Report.

In March 2025, the Life CCC released it’s 2023-24 Annual Data and Compliance Report, covering the period from 1 July 2023 to 30 June 2024. Our discussion will provide deeper insights into industry performance and areas for continued focus. Some key findings were:

• Varying compliance with financial hardship obligations, with some insurers needing to improve their processes to ensure adequate support for vulnerable customers.
• Communication breaches remain a major issue, with insurers urged to provide clearer and more timely information to reduce customer frustration.
• Improvements in claims handling timeframes by some insurers, though delays in TPD and Income Protection claims continue to be a concern.
• A rise in significant breaches, suggesting better identification and transparency, but also highlighting the need for stronger systemic responses.

Key Takeaways

• There is need for stronger support for vulnerable customers
• Communication challenges remain a critical area for improvement
• There were overall improvements in claim handling but mixed results.

Speaker

Elizabeth McNess, Senior Manager Code Compliance, Australian Financial Complaints Authority 

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