Significant Rise in Delayed Income Protection Payments Raises Concerns

In the financial year 2024-25, violations of the code's rules on timely income protection payments rose from 997 in the previous year to 1,663. The number of affected insurance customers increased correspondingly from 1,000 to 1,676. These figures, provided by insurers as part of their mandatory reporting requirements, suggest a significant deterioration in the industry's adherence to its own standards.

Life CCC Chair Jan McClelland emphasized the critical nature of income protection benefits, stating that they are designed to provide financial stability at a time when customers may be at their most vulnerable. Delayed payments can place additional strain on individuals already dealing with significant personal and financial challenges. McClelland also highlighted the importance of clear communication from insurers, noting that when customers don't receive timely and clear information at the start of a claim, it can create uncertainty at an already stressful time.

The increase in income protection code breaches may be linked to the growing proportion of Australians who have been permanently disabled by mental health conditions. According to a report by the Council of Australian Life Insurers (CALI), the proportion of such cases has more than doubled over the past decade, with a 40% increase in temporary disability payments due to mental illness over the same period. This trend underscores the need for insurers to adapt their processes to better accommodate the complexities associated with mental health claims.

For Australian consumers, these findings serve as a reminder to remain vigilant about their insurance policies and the performance of their insurers. Policyholders should ensure they understand the terms of their income protection coverage and maintain open lines of communication with their insurers. In cases of undue delays or unsatisfactory responses, consumers are encouraged to lodge complaints with the relevant regulatory bodies to seek resolution.