The current industry code mandates life insurers to offer tailored support to Aboriginal and Torres Strait Islander customers, acknowledging the unique vulnerabilities and obstacles they may face when lodging claims. However, the review noted that these insurers often do not proactively inquire about or systematically record a customer's Indigenous status.
Moreover, it was found that online resources catering to Aboriginal and Torres Strait Islander customers are not as visible or accessible as needed. Committee Chair Jan McClelland emphasised the necessity for insurers to enhance accessibility and cultural safety, thus fostering environments where Indigenous customers feel informed and supported.
The committee's findings were published today, underlining a commitment that was set as a priority in the previous fiscal year. McClelland praised insurers for their engagement and improvements made so far, noting several positive strides towards fulfilling new code obligations focused on improving accessibility, communication, and cultural sensitivity.
Nevertheless, she asserted that sustained efforts are vital for realising substantial advancements. Insurers are encouraged to continue progressing towards creating a more inclusive insurance landscape, where cultural considerations significantly influence communication and process design.
Published: Tuesday 9th December, 2025
Last updated: Tuesday 9th December, 2025
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