FMA Encourages Customers to Consider Low Value Insurance Products

CCRI aims to cover some or all of a customer’s unpaid credit card repayments in the event that the customer is unemployed or unable to work in the event of serious injury or death. FMA notes that this is an “auto-approved” product and means that no medical or professional underwriting will take place prior to issuing the policy, resulting in a number of exclusions and conditions. bottom. In short, customers often do not enjoy the benefits they expect. From policy.

The report also emphasizes CCRI as a “low-touch” product, with customers receiving limited engagement and, as a result, fewer complaints. Along with the rate of decline in claims, the report said that lenders and insurers providing products experienced “low claims loss rates while generating significant profits.”

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“CCRI’s loss rate is reported to be as low as 10%, which means that for every dollar you receive in your premium, you’ll be billed for about 10c,” the report said.

“This is compared to an average loss rate of 80% for health insurers and 47% for life insurers. An estimated 200,000 New Zealanders still have valid insurance. And insurers earn about $ 20 million annually. “

The review also found a high level of administrative error made by the people working with the product. This includes customers who are charged the wrong premium, cancellation requests are not processed, data errors, customers who are not contacted after their age or whose coverage is canceled.

FMA Supervisor James Craig (pictured) said CCRI has been flagged as a potentially low-value product since 2019, and since then most lenders and insurers have offered new policies. It has stopped, but important legacy books remain.

“This product is in the limelight in different jurisdictions around the world,” said Craig.

“It has been on our radar for some time as it has certainly been an ongoing issue in the UK and was mentioned by the Royal Commission of Australia. In 2019 we will begin our behavioral and cultural efforts. When I said, this was a low-value product. “

“We were looking at the industry two years ago, but until now we’ve seen providers stop selling their products, so it’s clear that they are of low value. I was aware of it, “he explained.

“But, of course, that doesn’t mean that the 200,000 kiwis that hold it aren’t there, so I think there’s still a lot to do from here.”

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Craig said many customers aren’t even aware that they own the product, given how CCRI is sold. Others are asked to look at the terms and conditions and the product disclosure statement and “self-assess” whether it is correct for them-what Craig said is “unacceptable” to sell insurance. The way.

“The first concern is how many customers know they have the product,” Greig said.

“This is a” guaranteed acceptance “situation, and you may not know what to get and how much it will cost, just with a checkbox at the end of the form. You may have had this product for really long, years and years, and you will only find it when you go to claim that you actually couldn’t get any benefit from it. This is the actual customer harm you can see here. “

“The premium still collected from legacy books is about $ 20 million,” he said.

“Since 2019, we’ve seen improvement efforts. This is the product they’re looking at, but we still have to do a lot.”

“We are calling people here because we haven’t contacted our customer base and aren’t continuously reviewing suitability,” he added. “Some providers haven’t actually talked to their customers, and” distributors are pointing to underwriters and vice versa. ” This highlights the reason why communication did not take place. Certainly complacent and we need to work on it. “

The FMA will continue to have relationships with underwriters and distributors, and corrective efforts are underway prior to the implementation of the Financial Markets (Institutional Behavior) Amendment Bill (CoFI), which is expected to be passed in 2022. Said to confirm.

The insurance companies involved in the review include: AIA New Zealand, Cigna, Kiwi Insurance, Hallmark Life Insurance and Non-life Insurance.

FMA Encourages Customers to Consider Low Value Insurance Products

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