The Life Code Compliance Committee has found gaps in support for Indigenous customers after a review of three insurers that represent two-thirds of the market.

A key finding was that insurers need improved processes to support safe self-identification.

The industry code commits life insurers to supporting Aboriginal and Torres Strait Islander customers and recognises they may experience vulnerability or additional barriers when making claims.

The review found the three insurers do not routinely ask customers if they identify as Aboriginal or Torres Strait Islander, or record this information systematically. 

It also found online information for Aboriginal and Torres Strait Islander customers is not as prominent as it could be.

“Insurers must do more to ensure insurance services are accessible, culturally safe and inclusive for Aboriginal and Torres Strait Islander customers,” code committee chair Jan McClelland said.

“When insurers communicate clearly and design their processes with cultural needs in mind, they create safer environments where customers feel supported and informed.”

The code committee released its review findings today after flagging the issue as a key priority last financial year. 

“I commend insurers for their progress and their engagement throughout this review … we found insurers had made meaningful progress towards meeting new code obligations intended to improve accessibility, communication and cultural awareness for Aboriginal and Torres Strait Islander customers,” Ms McClelland said. “However, there is room for further improvement. Sustained effort … will be essential to achieve meaningful change.”