Health Insurance Online :: News
SHARE

Share this news item!

AFCA Rebukes IAG Over Mismanaged Flood Damage Claim

AFCA Rebukes IAG Over Mismanaged Flood Damage Claim

Insurance Australia Group (IAG) has been mandated to reexamine a denied claim and offer compensation to a driver whose "vulnerable status" was overlooked.

Following a flood incident in remote Northern Territory, the driver submitted a claim on March 9 last year after his car was trapped in the floodwaters. He was transporting a friend to retrieve her vehicle when the floodwater immobilized his Holden Commodore, valued at $32,000.

The driver reported significant water intrusion into the vehicle, compromising its engine and electronics. He and his passenger needed over 15 minutes to push the vehicle out from the water.

IAG arranged for the car to be transported to Darwin for inspection. In June, the mechanic’s report indicated no water damage to the engine or interior, yet traces of water were discovered in its oil.

Another mechanic’s assessment found no water in the air filters or throttle but noted rust corrosion, indicative of water presence.

Due to the claim being filed six days after the policy initiation, IAG flagged the claim's legitimacy and handed it over to their fraud investigation unit. The unit interviewed both the driver and passenger and demanded multiple documents, including mobile records, a car purchase contract, and service history.

According to the Australian Financial Complaints Authority (AFCA), the driver submitted all requested documentation with the exception of his bank statements. Unfortunately, his mobile phone records were not provided in the correct format.

The insurer contended that further investigation was contingent on receiving all requested information and upheld their decision to decline the claim pending additional data.

However, AFCA challenged IAG’s stance, arguing the driver had sufficiently complied with the investigation despite the missing documentation. The authority stated that evidence from the two expert reports supported the driver’s account of events.

The authority emphasized the presence of water in the vehicle, citing the seized engine, evident corrosion in all cylinders, the presence of surface rust, and the milky oil in the oil filter, all hinting at water contamination.

Additionally, AFCA criticized IAG for not recognizing the driver’s vulnerability, stemming from his remote residence, financial duress, and health issues, including a broken leg.

AFCA noted that the insurer's mishandling of the claim had caused avoidable stress and delays for the driver. Consequentially, IAG was compelled to pay a penalty of $5400 for non-financial losses.

"The insurer should either properly execute its investigation or make a claim decision based on the available information," AFCA stated. "Unreasonable demands for additional information have resulted in undue stress for the claimant. IAG must compensate him for the resulting inconvenience and emotional distress."

Published:Sunday, 2nd Jun 2024
Source: Paige Estritori

Share this news item:

Insurance News

NSW Budget Prioritizes Resilience, Aimed at Insurance Affordability NSW Budget Prioritizes Resilience, Aimed at Insurance Affordability
20 Jun 2024: Paige Estritori

The latest NSW budget signals a significant boost for improving insurance outcomes by heavily investing in resilience building and working towards emergency services levy reforms. - read more
Victorian Insurance Premiums Spike Amidst Industry Turbulence Victorian Insurance Premiums Spike Amidst Industry Turbulence
17 Jun 2024: Paige Estritori

In the midst of considerable upheaval within the construction industry, the Victorian Managed Insurance Authority (VMIA) has revealed substantial hikes in its builders' warranty insurance premiums, effective August 6. These increments follow an unprecedented surge in claims settlements over recent months. - read more
Rising Mental Health Claims Signal Urgent Need for Tailored Workplace Solutions Rising Mental Health Claims Signal Urgent Need for Tailored Workplace Solutions
17 Jun 2024: Paige Estritori

In recent years, there has been a notable increase in mental health claims among employees grappling with heightened economic pressures and workplace challenges. Allianz, the country's largest workers’ compensation insurer, highlights a pressing issue: a 47.5% surge in active psychological claims, accompanied by a 30% hike in absence days due to mental health concerns from 2019 to 2022. - read more
Life Insurers Aim for Harmony with Financial Advisers Life Insurers Aim for Harmony with Financial Advisers
15 Jun 2024: Paige Estritori

The Council of Australian Life Insurers (CALI) has reaffirmed that their primary focus is not to compete with financial advisers but to enhance the existing services in the life insurance sector. - read more
NSW Braces for Continued Flooding Amid Unstable Weather NSW Braces for Continued Flooding Amid Unstable Weather
08 Jun 2024: Paige Estritori

The state of New South Wales (NSW) is grappling with significant flooding threats in the Hawkesbury-Nepean River region as meteorological conditions remain volatile, according to the Bureau of Meteorology's latest updates. - read more


Health Articles

The Ultimate Guide to Comparing Health Insurance Plans in Australia The Ultimate Guide to Comparing Health Insurance Plans in Australia
Australia is renowned for its iconic landmarks, diverse ecosystems, and robust healthcare system. While the public healthcare system, Medicare, provides essential health services, it might not cover everything. The allure of private health coverage lies in its promise of broader options, reduced wait times, and coverage for services not included in Medicare, like dental and optical care. - read more
How to Choose the Best Family Health Cover for Your Needs How to Choose the Best Family Health Cover for Your Needs
With healthcare being a critical aspect of every family's well-being in Australia, securing the right family health insurance is not just a necessity but a responsibility. Recognizing the importance of this safety net is the first step towards safeguarding the future health needs of your loved ones. Balancing comprehensive coverage against affordable premiums can seem overwhelming with a multitude of plans available. - read more
Understanding Health Insurance: A Starter's Guide for Young Australians Understanding Health Insurance: A Starter's Guide for Young Australians
Embarking on the journey of understanding health insurance is a pivotal stride for young Australians. It's a proactive step that embodies responsibility for one's well-being and financial foresight. Health insurance can often seem like a complex affair reserved for a future self, but grappling with its intricacies early can be both economically savvy and health-conscious. - read more
The Importance of Comparing Health Insurance Extras for Maximum Savings The Importance of Comparing Health Insurance Extras for Maximum Savings
Health insurance is more than just a precautionary measure; it's a vital component in managing both your health and financial well-being. In Australia, where healthcare costs can quickly escalate, health insurance extras serve as a buffer, ensuring that services like dental, optical, and physiotherapy remain within reach. These extras can significantly reduce the out-of-pocket expenses you might otherwise encounter for non-hospital treatments. - read more
Demystifying Individual Coverage: Your Guide to Personal Health Insurance in Australia Demystifying Individual Coverage: Your Guide to Personal Health Insurance in Australia
In the realm of securing one’s health and wellbeing, navigating the Australian health insurance landscape can be as critical as the care received. It stands as a complex tapestry, woven with policies, premiums, and government incentives, affecting individuals and families nationwide. - read more
How to Choose the Best Family Health Cover for Your Needs How to Choose the Best Family Health Cover for Your Needs
With healthcare being a critical aspect of every family's well-being in Australia, securing the right family health insurance is not just a necessity but a responsibility. Recognizing the importance of this safety net is the first step towards safeguarding the future health needs of your loved ones. Balancing comprehensive coverage against affordable premiums can seem overwhelming with a multitude of plans available. - read more
Demystifying Individual Coverage: Your Guide to Personal Health Insurance in Australia Demystifying Individual Coverage: Your Guide to Personal Health Insurance in Australia
In the realm of securing one’s health and wellbeing, navigating the Australian health insurance landscape can be as critical as the care received. It stands as a complex tapestry, woven with policies, premiums, and government incentives, affecting individuals and families nationwide. - read more
The Importance of Comparing Health Insurance Extras for Maximum Savings The Importance of Comparing Health Insurance Extras for Maximum Savings
Health insurance is more than just a precautionary measure; it's a vital component in managing both your health and financial well-being. In Australia, where healthcare costs can quickly escalate, health insurance extras serve as a buffer, ensuring that services like dental, optical, and physiotherapy remain within reach. These extras can significantly reduce the out-of-pocket expenses you might otherwise encounter for non-hospital treatments. - read more
The Ultimate Guide to Comparing Health Insurance Plans in Australia The Ultimate Guide to Comparing Health Insurance Plans in Australia
Australia is renowned for its iconic landmarks, diverse ecosystems, and robust healthcare system. While the public healthcare system, Medicare, provides essential health services, it might not cover everything. The allure of private health coverage lies in its promise of broader options, reduced wait times, and coverage for services not included in Medicare, like dental and optical care. - read more
Health Fund Rebates 101: What Every Australian Needs to Know Health Fund Rebates 101: What Every Australian Needs to Know
Exploring the realm of health insurance can be like navigating a labyrinth, replete with complex terms and varying policies. Among these, health fund rebates emerge as a crucial element, particularly for young Australians embarking on their journey of health coverage. Fund rebates can significantly lighten the financial burden, transforming the quest for health insurance from daunting to empowering. - read more


Start Here
Your free Health insurance quote comparison starts here!

Type of Cover:
Postcode:
All Health insurance quotes are supplied to you free and without any obligation. We respect your privacy.

Knowledgebase
Public Liability Insurance:
Insurance which provides protection against liability to third parties.