The Insurance Ombudsman Service (IOS) is looking at adopting a more “public” image following the completion of an independent review into its own effectiveness.

The review by the Allen Consulting Group analysed the accessibility, independence and effectiveness of the service, using benchmarks set out in the Corporations Act and by the Australian Securities and Investments Commission.

Insurance Ombudsman Sam Parrino says the review considered the views of insurers, consumers and advocacy groups, and has generated “a lot of work”.

“The review suggested a range of ways in which we can be more effective for consumers, as well as new approaches to some of the service’s internal arrangements,” he said.

Recommendations include creating a wider public profile and making more selective use of the media, monitoring the use of the service by disadvantaged groups, and ensuring insurers tell their clients about the service.

Other suggestions include developing systems to improve tracking and analysis of the time taken to resolve disputes, raising the monetary limit for binding determinations on insurers from $150,000 to  $280,000 (with the figure adjusted at least every three years), and an evaluation or review process for peeved insurers who lose a dispute. The catch: a win for the insurer wouldn’t alter “the binding nature of such determinations”.