The Life Insurance Code Compliance Committee (the Life CCC) is calling on life insurers to strengthen communication and cultural safety when supporting Aboriginal and Torres Strait Islander customers, following its latest review.
The review examined how three major life insurers, which collectively represent two-thirds of the market, are implementing commitments introduced in 2023 Code of Practice.
It found that insurers are taking steps to improve support but need to do more to ensure Aboriginal and Torres Strait Islander customers receive fair, culturally safe and accessible services.
A key finding was that insurers need improved processes to support safe self-identification. The three insurers reviewed do not routinely ask customers whether they identify as Aboriginal or Torres Strait Islander or explain how this information will be used, limiting their ability to offer tailored support.
The review also found online information for Aboriginal and Torres Strait Islander customers was not as prominent as it could be, creating potential challenges for customers in finding targeted information and support. The review recommended more dedicated website content.
Chair of the Life CCC, Jan McClelland AM, highlighted how strong communication and cultural awareness make a meaningful difference for customers.
“Insurers must do more to ensure insurance services are accessible, culturally safe, and inclusive for Aboriginal and Torres Strait Islander customers,” Ms 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.”
Ms McClelland emphasised that genuine cultural understanding leads to more effective engagement.
“Insurers that build cultural competence across their business are better equipped to understand the experiences of Aboriginal and Torres Strait Islander people. This supports fairer outcomes and strengthens trust,” she said.
The report recommends that insurers partner with Aboriginal and Torres Strait Islander-led organisations to improve communication materials, identification processes and staff training.
The Life CCC will continue to work with insurers to enhance transparency, support safe self-identification and help the industry meet its obligations under the Life Insurance Code of Practice.
The opportunities the Life CCC identified this report will inform its recommendations as part of the upcoming review of the Code of Practice. The Life CCC states that its recommendations are intended to help insurers support and deliver better outcomes for Aboriginal and Torres Strait Islander customers.
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The Life CCC is an independent body established to monitor compliance with the Life Insurance Code of Practice. Its purpose is to ensure consistent and high-quality service standards are maintained for the benefit of consumers. This also works towards increasing trust and confidence in the life insurance industry.
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