Simplicity needed after pricing refund issues: RACQ

RACQ says increasing complexity has contributed to pricing promise issues and it has embarked on a simplification program to prevent a repeat of failings that will see the insurer refunding around $200 million.

The refunds announced by RACQ come as other underwriters have also identified shortcomings in delivering promised discounts to customers. The Australian Securities and Investments Commission (ASIC) last year called on all general insurers to review their pricing systems and controls as a matter of priority.

RACQ CEO David Carter says the issues have shown the rising risks resulting from the “sheer complexity” that has developed over time across the industry in pricing, products and related systems and processes.

“There is a lot of complexity in what are simple products, ultimately, that need to do fairly simple things,” he told insuranceNEWS.com.au. “Wherever we put complexity into our product design, into our systems, into our processes we take on extra risk.”

RACQ says a significant investment is underway in its systems, and stronger risk management, simplified products and easier processes will reduce the potential for future problems and will make it easier for insureds to understand the cover offered and for staff to explain the products.

“We are absolutely focused on this never happening again,” Mr Carter said.

ASIC has separately stepped up its monitoring of products through the design and distribution obligations (DDO) which came into effect last October, as it also emphasises positive consumer outcomes and oversees strengthened breach reporting reforms.

“The reality of the retail end of insurance is that the products are reasonably homogenous now and with things like DDO they are probably going to become more homogenous, rather than less,” Mr Carter said.

ASIC last year filed proceedings in the Federal Court against IAG subsidiary Insurance Australia Ltd over a failure to honour customer discount promises. A case management hearing is scheduled for September 5.

QBE announced last month that it is setting aside $US75 million ($109 million) for a customer remediation program after an internal review found instances where pricing promises were not fully delivered to policyholders.

The majority of the RACQ refunds, identified in a review conducted with KPMG, relate to product disclosure statement wordings on motor optional extras, where it wasn’t clear in the document that discounts wouldn’t be applied.

“Up to 500,000 members will receive refunds because our disclosures were incorrect. We remain confident the premiums were calculated and charged to members as intended,” Mr Carter said.

The KPMG review was broadened after ASIC called for the industry-wide pricing reviews, leading to an examination of well over 200 pricing promises and the discovery of other matters where members didn’t receive the full benefit of discounts.

Refunds will begin next month, but given the complexity of the matters, the entire remediation program will take some time to complete, RACQ says.