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The Australian Consumers Insurance Lobby (ACIL) is calling on the General Insurance Code Governance Committee (CGC) to release the identity of the insurer found to have breached the General Insurance Code of Practice. The CGC’s decision to withhold the insurer’s name undermines transparency, weakens public confidence in the regulatory process, and reduces the deterrent effect of Code enforcement.


“Consumers and industry stakeholders deserve to know when an insurer has failed to meet its obligations,” said ACIL Chairperson Tyrone Shandiman. “The justification that the insurer demonstrated a ‘proactive and effective response’ does not negate the right to transparency. Accountability should not be contingent on cooperation—it should be a fundamental expectation.  While the CGC may impose financial penalties such as the $100,000 sanction, this is a negligible expense for insurers with multi-billion dollar balance sheets. The real consequence for misconduct should be reputational—insurers must know that if they breach the Code, their actions will be made public.”


The refusal to name the insurer not only limits awareness among affected policyholders, potentially preventing them from recognising their right to take action, but also raises broader concerns about regulatory independence.  The CGC must prioritise consumer trust over industry relationships by ensuring that breaches are handled with full disclosure.  Consumers have a right to be informed, and transparency is critical to empowering them to make informed decisions.


“By keeping the insurer’s identity hidden, the CGC is sending the wrong message—that breaches can be quietly resolved behind closed doors, without meaningful consequences,” Shandiman said. “This approach weakens consumer confidence in the industry at a time when trust in the sector is already low and transparency is more critical than ever.”


ACIL urges the CGC to reconsider its stance and publicly name the insurer involved. The industry cannot expect to rebuild trust if accountability is not upheld.

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The Australian Consumers Insurance Lobby Inc. (ACIL) has formally requested the Australian Securities and Investments Commission (ASIC) and the General Insurance Code Governance Committee (CGC) to investigate whether recent issues in insurance claims handling represent isolated incidents or point to broader systemic concerns within the industry.


The request follows a high-profile case involving a rejected insurance claim and subsequent apology by the insurer. This case, which has garnered media attention, highlights potential flaws in the oversight of expert reports and raises questions about insurers’ ability to manage claims fairly and professionally.



ACIL Chairperson, Tyrone Shandiman, stated, “This case underscores the need for ASIC and the CGC to thoroughly review how insurers rely on external expert opinions and whether the current standards truly protect consumers. Our concern is that the current Expert Report Standard places too much responsibility on insurers to ensure experts act appropriately. This approach is fundamentally flawed, as insurers lack the expertise to effectively monitor or assess the work of these professionals. This creates a convenient layer of plausible deniability for insurers when issues arise.”


The ACIL has recommended a review of the recently updated Use of Expert Reports Standard in light of this case, to determine whether further enhancements are necessary. Specifically, ACIL is advocating for:


  • Stronger accountability measures to ensure experts adhere to higher professional standards.

  • A reassessment of the current framework to ensure insurers’ reliance on expert opinions does not disadvantage policyholders.

  • Greater scrutiny of the standards to determine if ASIC or the CGC should make further recommendations to strengthen the General Insurance Code of Practice.


ACIL’s call for action aims to ensure the insurance industry upholds the highest standards of transparency and fairness in claims handling. “These investigations are critical to restoring consumer confidence and ensuring policyholders are treated with the fairness they deserve.  Insurers involved in systemic violations, should be required to initiate remediation programs for affected customers” Mr. Shandiman concluded.

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The Australian Consumers Insurance Lobby (ACIL) has been featured in an ABC News story highlighting the significant challenges faced by strata property owners in northern Australia. The story delves into the impact of skyrocketing insurance premiums, limited competition in the market, and the devastating consequences for property owners.


ACIL Chairperson Tyrone Shandiman shared the story of a pensioner forced to spend 40% of her income—$17,000 annually—just to insure her unit. Cases like this demonstrate the severe financial strain caused by an insurance system that isn’t delivering fair outcomes for consumers.


ACIL is urging the 2025 review to implement critical reforms to address these issues, including:


  • Fairer modelling to ensure premium reductions are passed on to consumers.

  • Increased investment in mitigation to reduce cyclone risks and the underlying causes of high premiums.


In addition, ACIL has called on the federal government to dedicate $100 million annually to resilience measures that would strengthen communities and lower insurance costs in high-risk areas.


This feature on ABC News amplifies the voices of those impacted and provides a platform for ACIL’s advocacy for a fairer and more sustainable insurance system.


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