Dr Leigh asks Suncorp about its definition of fire, with some policies excluding heat, ash, soot and smoke damage.

Mr Dransfield says in practice genuine claims are paid. He says the exclusions are there to prevent Suncorp paying for cleaning someone's roof that is 50km away from a fire, for example.

Dr Leigh says a standard definition would be better than customers relying on Suncorp's "grace and favour". Mr Dransfield says he would welcome a debate on the issue.

Dr Leigh moves on to product disclosure statements.

"Yours is 29,000 words, which if I was reading as a bedtime story would take me well past midnight," he says.

Mr Dransfield admits disclosure is not working for consumers.

Dr Leigh asks about Suncorp's Terri Scheer landlord insurance. He says policy wordings could encourage landlords to evict tenants in order to be able to claim.

Mr Dransfield says a claim would not be voided due to a lack of eviction.

Dr Leigh asks (again) about insurers directly pursuing tenants for unpaid rent. Mr Dransfield says Suncorp would not do that ordinarily, let alone under COVID-19 conditions.