Life Insurance Australia :: News
SHARE

Share this news item!

Denial of Jewelry Claim Upheld: Privacy Concerns Dismissed

Denial of Jewelry Claim Upheld: Privacy Concerns Dismissed

A policyholder's complaint, in which his jewelry claim was denied by an insurer due to his refusal to provide phone records, has been unsuccessful in overturning the decision.

The policyholder filed the claim on behalf of his mother, who suffers from dementia, after she lost a bag containing valuable jewelry and other items during a walk on the beach on September 6 of last year. The loss was reported to the police on the following day, and the claim was subsequently filed with Suncorp on September 14.

As part of its investigation into the claim, Suncorp requested various pieces of information from the policyholder, including valuation certificates for the lost jewelry, bank statements, and phone records covering the period from August 20 to September 20.

The policyholder complied with some of the requests but refused to provide the phone records, claiming it would violate his privacy and was unnecessary for the investigation.

Suncorp argued that the phone records were relevant for confirming the circumstances of the loss and the policyholder's movements during that period. Despite sending multiple follow-up letters to the policyholder regarding the request, Suncorp ultimately denied the claim, citing the policyholder's failure to cooperate as the reason for being unable to complete its investigation.

The Australian Financial Complaints Authority (AFCA) supported Suncorp's decision, stating that the phone records were indeed relevant to the claim. AFCA's ombudsman acknowledged the policyholder's privacy concerns but emphasized that the insurer is bound by the terms of the Privacy Act 1988 (Cth), which regulates the use and disclosure of personal information by insurers.

AFCA further confirmed that the insurer had the right to decline the claim due to the policyholder's non-compliance with the information request. The authority specified that it would only consider reopening the investigation if the phone records were provided.

"Since the policyholder did not provide the records, despite their reasonable request by the insurer, I am satisfied that he has failed to cooperate as required under the policy," stated AFCA.

"Until the policyholder provides the phone records and bank statement, the insurer is within its rights to deny the claim on the grounds of non-cooperation," the authority concluded.

The ruling also addressed the policyholder's allegations against Suncorp's investigator regarding improper conduct after questions were raised regarding the health and cognitive ability of the policyholder's mother.

AFCA clarified that the investigator's inquiries about the policyholder's mother, who is the policyholder herself, were general and non-intrusive. The investigator clarified that the purpose was to assess whether the policyholder's mother had the capacity to participate in an interview.

Recognizing that the dementia was too advanced for an interview, the investigator quickly moved on to other topics.

To view the full ruling, please click here.

Published:Saturday, 11th Nov 2023
Source: Paige Estritori

Share this news item:

Insurance News

Car Collector Fails in Bid for $122k Insurance Windfall Car Collector Fails in Bid for $122k Insurance Windfall
24 Jul 2024: Paige Estritori

A car enthusiast's efforts to boost his insurance payout from $78,000 to $200,000 after his rare vehicle was destroyed by fire have been thwarted. - read more
Financial Advice Landscape Set for Further Overhaul Financial Advice Landscape Set for Further Overhaul
24 Jul 2024: Paige Estritori

Financial industry professionals are bracing for significant changes as new reforms surrounding commission consent in financial advice have moved into effect. With the successful passage of the Treasury Laws Amendment (Delivering Better Financial Outcomes and Other Measures) Bill 2024, the sector anticipates a substantial shift in how financial advisories are delivered to retail clients. - read more
Queensland Renters Face Significant Financial Risk Without Contents Insurance Queensland Renters Face Significant Financial Risk Without Contents Insurance
23 Jul 2024: Paige Estritori

Queensland renters are increasingly vulnerable to financial setbacks due to a lack of contents insurance, warns RACQ Insurance. An alarming 78% of renters in Queensland forgo this critical coverage, primarily underestimating the value of their belongings. Other reasons for this trend include the cost of insurance and a general lack of knowledge regarding coverage options. - read more
Massive Fines Hit Rogue Builders Over Fake Insurance Massive Fines Hit Rogue Builders Over Fake Insurance
20 Jul 2024: Paige Estritori

On July 19th, 2024, in a significant crackdown on fraudulent building practices, Aycon Constructions along with its director, Seyit Ayranci, received a record-setting fine of $250,000 from the Victorian Building Authority (VBA). The enforcement action came after the construction firm was implicated in the use of falsified insurance certificates to secure building permits. - read more
Liberty Mutual Re insurance Unit Further Solidifies Aussie Market Reach Liberty Mutual Re insurance Unit Further Solidifies Aussie Market Reach
20 Jul 2024: Paige Estritori

Liberty Mutual Insurance Group's LM Re insurance unit is making impactful strides with the inception of a dedicated Australian branch. At the helm of this initiative is Mark De La Mare from Aon, who will guide the underwriting team nestled in Sydney. - read more


Life Insurance Articles

Life Events That Should Trigger a Life Insurance Review for Aussie Families Life Events That Should Trigger a Life Insurance Review for Aussie Families
Life insurance is a cornerstone of financial planning for Aussie families, offering protection and peace of mind. But what happens when the bustling flow of life brings changes? This is where a life insurance review comes into play. A life insurance review is a thorough analysis of your existing policy to ensure it aligns with your current life circumstances and financial goals. - read more
Life After You: Planning Ahead With Quality Life Insurance for Your Family Life After You: Planning Ahead With Quality Life Insurance for Your Family
Life insurance is a fundamental component of a robust financial plan, yet its significance is often underestimated. It serves as a safety net, ensuring that your loved ones are financially secure in the event of your absence. Understanding life insurance is the first step towards safeguarding your family’s future. - read more
Trauma Cover: Calculating Adequate Protection for Life's Unexpected Moments Trauma Cover: Calculating Adequate Protection for Life's Unexpected Moments
The financial fabric of our lives consists of both planning and safeguarding against the unforeseen. Trauma cover, a lesser-known but crucial aspect of personal insurance, provides this protection by offering a lump sum payment upon diagnosis of specific serious illnesses or injuries. In the tapestry of financial planning, it acts as a vital safety net, ensuring that unexpected health crises do not lead to monetary distress. - read more
Maximize Your Safety Net: Top Tips for Optimizing Income Protection Benefits Maximize Your Safety Net: Top Tips for Optimizing Income Protection Benefits
Welcome to a pivotal guide dedicated to empowering you with the essentials of income protection insurance in Australia. As we navigate through times of uncertainty, safeguarding your financial wellbeing becomes not just a priority, but a necessity. Income protection insurance stands as one of the key pillars of financial security, ensuring a steady flow of income during periods when you're unable to work due to illness or injury. - read more
The Impact of Parenthood on Your Life Insurance Choices The Impact of Parenthood on Your Life Insurance Choices
Life insurance, a contract between an insurer and a policyholder, is designed to provide financial protection to loved ones in the event of the policyholder's death. For parents, this protection takes on a new level of significance. The birth of a child heralds a profound shift in priorities, with a focus on safeguarding the future of one's family. Hence, understanding life insurance options becomes a crucial aspect of responsible parenting. - read more
Life After You: Planning Ahead With Quality Life Insurance for Your Family Life After You: Planning Ahead With Quality Life Insurance for Your Family
Life insurance is a fundamental component of a robust financial plan, yet its significance is often underestimated. It serves as a safety net, ensuring that your loved ones are financially secure in the event of your absence. Understanding life insurance is the first step towards safeguarding your family’s future. - read more
The Savvy Consumer’s Guide to Purchasing Life Insurance in Australia The Savvy Consumer’s Guide to Purchasing Life Insurance in Australia
As the landscape of finance and personal security evolves in Australia, the importance of being insured has never been more prominent. In a world of changing family dynamics, economic pressures, and higher living costs, life insurance stands as a bastion of support ensuring the well-being of loved ones in the event of unforeseen circumstances. - read more
A Millennial's Guide to Life Insurance A Millennial's Guide to Life Insurance
For many millennials, navigating the complexities of personal finance and future planning can feel like a bewildering journey. Among these financial responsibilities, life insurance emerges as a paramount consideration. More than just a safety net, life insurance can be the cornerstone of a sound financial strategy, providing peace of mind for both the policyholder and their loved ones. - read more
Life Events That Should Trigger a Life Insurance Review for Aussie Families Life Events That Should Trigger a Life Insurance Review for Aussie Families
Life insurance is a cornerstone of financial planning for Aussie families, offering protection and peace of mind. But what happens when the bustling flow of life brings changes? This is where a life insurance review comes into play. A life insurance review is a thorough analysis of your existing policy to ensure it aligns with your current life circumstances and financial goals. - read more
The Impact of Parenthood on Your Life Insurance Choices The Impact of Parenthood on Your Life Insurance Choices
Life insurance, a contract between an insurer and a policyholder, is designed to provide financial protection to loved ones in the event of the policyholder's death. For parents, this protection takes on a new level of significance. The birth of a child heralds a profound shift in priorities, with a focus on safeguarding the future of one's family. Hence, understanding life insurance options becomes a crucial aspect of responsible parenting. - read more


Start Here !
life insurance
Apply now for your free Insurance assessment and price comparisons!

Life Cover Amount:
Your Postcode:
All quotes are provided free and without obligation. We respect your privacy.

Knowledgebase
Public Liability Insurance:
Insurance which provides protection against liability to third parties.