Life Insurers Urged to Request Claims Information Sooner
A Life CCC inquiry found insurers should have sought information earlier in 87 of 183 disability and income protection claims reviewed.
Updated on Nov. 2, 2026 in Insurance
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The Life Insurance Complaints Committee (Life CCC) found that insurers should have requested information sooner in 87 of 183 total time-of-disablement and income protection claims examined across six insurers. The inquiry urged life insurers to request information earlier and improve customer communication on claims.
Why it matters
Delays in claims decisions can leave policyholders waiting longer for payments they rely on during illness or disability. Insurers acknowledged the shortfalls, though some extended decision periods were attributed to circumstances outside their control.
The inquiry examined 183 claims from the 2023-24 financial year across six insurers, with 87 found to have delayed requests for information. The Life CCC's FY26 annual report recorded 10,697 breaches of the Life Insurance Code of Practice affecting almost 30,000 customers.
The players
Life Insurance Complaints Committee (Life CCC)
The Life CCC is the independent body that handles complaints about life insurers in Australia and reviews compliance with the Life Insurance Code of Practice.
The details
Insurers were found to have delayed requests for information needed to move claims decisions forward. Several insurers have taken corrective action, including providing remediation, reporting breaches and revising claims-handling procedures, while moving to more targeted information requests and improved customer correspondence.
Timeline
The inquiry examined claims from the 2023-24 financial year.
The Life CCC's FY26 annual report recorded the 10,697 Life Insurance Code breaches.
Market Dynamics
The findings measure insurer claims handling against the Life Insurance Code of Practice, which recorded 10,697 breaches in FY26. The inquiry signals closer regulatory oversight of how long-running life and disability claims are managed.
Policyholders with disability or income protection cover may face shorter waits for claims decisions if insurers follow the inquiry's recommendations. Customers should keep records of communication with their insurer to help track how long a claim takes.
The takeaway
Policyholders waiting on a disability or income protection claim can ask their insurer directly which information is still outstanding. Requesting a clear list of required documents early can help avoid unnecessary delays.
Further reading
For broader context on how these policies work, see Insurance coverage.
Source note: This article includes information reported by Financial Standard.
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