Business Insurance Online :: News
SHARE

Share this news item!

ASIC Calls for Revamp in Life Insurance Sales and Service

ASIC Calls for Revamp in Life Insurance Sales and Service

ASIC Calls for Revamp in Life Insurance Sales and Service?w=400
The Australian Securities and Investments Commission (ASIC) has issued a call to action for life insurance companies, urging them to enhance their product offerings and sales processes.
While acknowledging some progress since the Hayne Royal Commission, ASIC highlights ongoing issues within the industry.
The regulator emphasized the importance of centering strategies around customer needs, particularly as companies aim to expand direct-to-consumer sales.

ASIC Commissioner Alan Kirkland stressed that despite the potential benefits of life insurance, the complexity and cost of the products necessitate customer-centric sales practices. He advocated using customer feedback and complaints data to address consumer concerns effectively.

The directive follows ASIC's comprehensive review of the life insurance industry's direct sales operations, examining documents and practices over a three-year period. This review aims to assess whether consumer outcomes have improved since 2018. The analysis coincides with the forthcoming Delivering Better Financial Outcomes legislation, which will permit life insurers to employ a new class of advisers qualified to advise on APRA-regulated products.

Kirkland, who previously led consumer advocacy group Choice, has a history of criticising commission-based models and flagged the Quality of Advice Review’s final report as potentially leading to future regulatory scrutiny.

ASIC's recommendations emphasise the importance of enhancing product design by incorporating comprehensive consumer feedback, including data on complaints, claims, and cancellations. The regulator also advocates for sales staff compensation to be correlated with compliance and customer satisfaction metrics. To enhance processes further, streamlined cancellation systems and proactive handling of complaints as valuable business intelligence are suggested.

ASIC has indicated it may launch investigations or take necessary actions if insurers fail to show tangible improvements. Kirkland emphasised the urgency of adopting better practices, noting that despite some advances, deficiencies persist, as evidenced by the increasing dispute rates since 2018.

As life insurance companies gear up to expand their direct sales efforts, they face a critical juncture. Strengthening product and service propositions to genuinely address customer needs will be essential, not only for compliance but also to regain consumer trust.

Published:Thursday, 21st Aug 2025
Source: Paige Estritori

Share this news item:

Insurance News

ASIC Calls for Revamp in Life Insurance Sales and Service ASIC Calls for Revamp in Life Insurance Sales and Service
21 Aug 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has issued a call to action for life insurance companies, urging them to enhance their product offerings and sales processes. While acknowledging some progress since the Hayne Royal Commission, ASIC highlights ongoing issues within the industry. The regulator emphasized the importance of centering strategies around customer needs, particularly as companies aim to expand direct-to-consumer sales. - read more
Regulatory Scrutiny Reveals Ongoing Failures in Direct Life Insurance Sales Regulatory Scrutiny Reveals Ongoing Failures in Direct Life Insurance Sales
20 Aug 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has released findings from a recent review, revealing persistent deficiencies in the direct sales practices of the life insurance industry. Despite heightened scrutiny following the Hayne Royal Commission, challenges remain in several key areas, including product design, sales strategies, remuneration, and customer complaint handling. - read more
Life Insurers Urge Government Action on Mental Health Funding Life Insurers Urge Government Action on Mental Health Funding
19 Aug 2025: Paige Estritori

Life insurers in Australia have joined forces with mental health advocates to press the federal government to honour its $1 billion pledge for mental health initiatives. The Council of Australian Life Insurers (CALI) is among the key signatories of an open letter organized by Australians for Mental Health, urging swift action on funding allocation. - read more
Victorian Resilient Homes Initiative Supported by Insurance Council Victorian Resilient Homes Initiative Supported by Insurance Council
18 Aug 2025: Paige Estritori

The Insurance Council of Australia (ICA) has expressed strong support for a Victorian initiative proposing a resilient homes scheme, akin to those currently operating in New South Wales and Queensland. This recommendation emerged from a comprehensive inquiry into climate resilience conducted by Victoria's Legislative Council Environment and Planning Committee, which presented 93 findings alongside 82 recommendations this week. - read more
Broker Ordered to Compensate Client for Uninsured Fire Losses Broker Ordered to Compensate Client for Uninsured Fire Losses
15 Aug 2025: Paige Estritori

A recent ruling mandates an insurance broker to pay nearly $300,000 in compensation to a client after an insurer, QBE, declined a fire claim and cancelled the policy due to nondisclosures. The fire, which occurred in October 2022, severely damaged the commercial premises. QBE asserted that they would have denied coverage had they known about asbestos on the property, among other unreported issues. - read more


Business Insurance Articles

Avoiding Underinsurance: How to Adequately Cover Your Growing Business Avoiding Underinsurance: How to Adequately Cover Your Growing Business
When it comes to protecting the vitality and financial health of a growing business, insurance is a keystone. Yet, amidst the day-to-day hustle of driving your business forward, it's surprisingly easy to overlook the adequacy of your insurance policies - a misstep that can lead to the perilous state of underinsurance. In this article, we will delve into the essential knowledge and strategies to ensure your business is sufficiently covered, shielding it from unexpected setbacks and losses. - read more
The Top 5 Insurance Policies Every Australian Start-up Needs The Top 5 Insurance Policies Every Australian Start-up Needs
When embarking on the entrepreneurial journey of a start-up, it's imperative to safeguard the nascent enterprise with a reliable insurance safety net. Insurance acts as a vital shield, protecting the hard work and innovation of new businesses against unforeseen events and liabilities which can arise in the unpredictable world of start-ups. - read more
Common Insurance Mistakes Small Business Owners Should Avoid Common Insurance Mistakes Small Business Owners Should Avoid
Running a small business in Australia comes with its unique set of challenges and risks. One crucial aspect that every small business owner must consider is liability insurance. Liability insurance is designed to protect businesses from various claims and lawsuits that can arise in the course of their operations. Whether it's a customer slipping and falling in a store or a disgruntled employee filing a lawsuit, having the right insurance can provide a financial safety net. - read more
5 Common Insurance Mistakes Startups Make and How to Avoid Them 5 Common Insurance Mistakes Startups Make and How to Avoid Them
Starting a new business is an exciting and challenging endeavor, particularly in the vibrant and innovative startup landscape of Australia. However, amidst the rush of ideas and the race to launch, many startups overlook the crucial aspect of insurance. Insurance is not merely an additional cost but a vital protective measure that safeguards your emerging business against unforeseen hurdles. - read more
Navigating Cyber Threats: Essential Cyber Insurance for Your Start-up Navigating Cyber Threats: Essential Cyber Insurance for Your Start-up
Starting a new business venture is an exciting endeavor, but amid the myriad decisions start-up founders face, one must not overlook the importance of insurance. In today's digital-first world, the potential for cyber threats is a reality that can no longer be ignored by businesses of any size or sector, especially start-ups aiming to secure their future. - read more


Your free business insurance quote comparison starts here!
Business Name:
Postcode:

All quotes are provided free (via our secure server) and without obligation. We respect your privacy.

Knowledgebase
Coverage:
The amount of risk or liability covered for an individual or entity by way of insurance services.

Quick Links: | Business Insurance | Business Insurance Quotes | Commercial Insurance | Public Liability Insurance | Small Business Insurance | Professional Indemnity Insurance | Business Insurance Comparison | Cyber Insurance | Business Interruption Insurance | Business Insurance Australia | Workers Compensation Insurance
This website is owned and operated by Clark Family Pty Ltd (as Trustee for the Clark Family Trust) 43 Larch Street Tallebudgera QLD 4228, A.C.N. 010281008, authorised Financial Services Representative of Unique Group Broker Services Pty Ltd, Australian Financial Services License 509434. Visit the ASIC website for additional licensing information.
IMPORTANT: We are neither authorised nor licensed to provide finance or finance products. We do not recommend any specific financial products and we do not offer any form of credit or other financial advice. All product enquiries and requests for financial and/or other advice on this website are referred to third party, qualified intermediaries with whom you can deal directly. We may receive a fee or commission from these third parties in consideration for the referral. Before any action is taken to obtain a product or service referred to by this website, advice should be obtained (from either the third part to whom we refer you or from another qualified intermediary) as to the appropriateness of obtaining those products having regard to your objectives, financial situation and needs.