An ob体育 review of life insurance advice has found that the industry needs to improve the quality of advice and ensure that the interests of consumers are given priority.
ob体育鈥檚 review of more than 200 advice files from large, medium and small Australian financial services (AFS) licensees found that 63% were compliant. However, more than one third (37%) of the advice consumers received failed to comply with the laws relating to appropriate advice and prioritising the needs of the client.
鈥楾his is an unacceptable level of failure, and the life insurance industry is now on notice to lift standards and professionalism. Both insurers and advice firms need to work on delivering a consistently better service for consumers鈥�, ob体育 Deputy Chairman Peter Kell said.
鈥楲ife insurance is a key product through which consumers manage risk for themselves and their families. It is therefore important that both the products and the advice meet the consumer's requirements.
鈥楾here is both a need and a demand for quality life insurance advice, and our report provides examples of advisers delivering a service that meets the needs of their clients. However, this result must be achieved on a more consistent basis鈥�, Mr Kell said.
ob体育's report sets out the various commission models that are used to remunerate advisers in the life insurance sector. The report found that high upfront commissions are more strongly correlated with non-compliant advice, including in situations where the recommendation is to switch products.
鈥楾he industry as a whole needs to consider how remuneration and compliance practices can better support good quality outcomes for consumers鈥�, Mr Kell said.
Affordability of insurance is an important issue for consumers, and ob体育鈥檚 report includes cases where clients were recommended insurance cover that was likely to be very difficult to afford given their financial circumstances.
ob体育鈥檚 report confirmed that the high rate at which life insurance policies are lapsing warrants consideration by the life insurance industry to ensure that industry practices are sustainable.
ob体育 has made a number of recommendations for insurers, AFS licensees, advisers and their professional associations, including a focus on how to ensure client interests are met and balancing the issue of affordability versus cover.
Mr Kell said, 鈥榦b体育 is committed to working with the industry to address the problems we鈥檝e identified and to improve outcomes for consumers.鈥�
Following the surveillance work and the conduct that has been uncovered ob体育 has commenced follow-up investigations in certain cases which are ongoing.
鈥榃here inappropriate advice was provided we are considering enforcement action or other regulatory action鈥�, Mr Kell said.
Download:
Report 413 Review of retail life insurance advice (REP 413)
Background
Conducted between September 2013 and July 2014, ob体育鈥檚 review looked at:
- how life insurance is sold by advisers
- how advisers are remunerated for that advice
- the drivers behind product replacement advice to consumers, and
- the quality of the personal advice consumers receive.