CommInsure says it has found no evidence of poor behaviour in the business following an independent review commissioned by parent Commonwealth Bank’s board.

The insurer says while most of the review is complete, some areas are still being worked on.

One completed task is a review of the insurer’s surveillance operations.

“The board is satisfied surveillance practices adopted in 2013 were consistent with industry practice,” CommInsure says.

“The assertions CommInsure massively increased surveillance in the second half of 2013 are incorrect – there was no material change in the number of cases under surveillance.”

The insurer says it is still examining a number of rejected retail and group life claims.

It has denied there was a culture of declining claims, and says more than 70% of cases have been reviewed by Deloitte.

“What we have found are improvements we need to make to our processes, to ensure we consistently get the right outcome for our customers,” the insurer said.

It has denied staff were paid incentives to decline claims.

“An independent review of claims staff key performance indicators (KPIs) for [this year and last] led to CommInsure being satisfied that, overall, the KPIs did not raise issues that would lead to adverse customer outcome.

“KPIs were found to be balanced between good-quality decisions and customer experience, along with people and productivity, while incentives generally represent only a small proportion of their overall pay.”

Last financial year CommInsure paid $929 million of life insurance claims to 22,600 customers.