Insurance Enquiries and Complaints Ltd (IEC) may be a world-leading alternative dispute resolution (ADR) scheme, but CEO Sam Parrino says that’s no reason for the industry to become complacent.

Speaking at IEC’s national conference in Melbourne yesterday, Mr Parrino said being “transparent and open” is one of the key issues for the insurance industry, and companies that aren’t are “missing the obvious”.

“It’s time for the industry to have the courage and conviction to stand by its decisions and to identify themselves in [published] determinations,” he said. “It is also time for statistical reports on member performance to be published. This is already happening in the marketplace and in other ADR schemes.”

He said IEC is “the envy” of various Australian and international industry-related ADR groups because of its long-term support and contribution by the stakeholders, “its insider knowledge, its innovation and its commitment to quality”.

IEC has resolved more than 18,000 disputes over claims and handled about 500,000 enquiries for information. But Mr Parrino says the independent insurer-financed group is not interested in operating as a policeman or as a defender of either insurers or consumers.

“Over the years IEC has attempted, with reasonable success, to balance the competing interests and expectations of its stakeholders,” he said. “At various times I have changed from being a ‘lackey of the insurers’ to ‘a closet consumer advocate’ to an undercover regulator. Let me assure you that criticism is not our driving force.”