The insurance industry is neglecting its duty to ensure that consumers understand what they are buying, says Sandra Handley.

Ms Handley, Project Officer for the Council of Social Service of NSW Insurance Program, was commenting on access to insurance for people with special needs.

At the Insurance Enquiries and Complaints conference in Sydney last week she said many complaints come about because consumers encounter a “lack of explanation”.

The mistake insurance companies make is assuming that everyone is literate – financially, verbally or in writing – and can understand and keep up with telephone prompts.

“Older people and people with chronic illnesses or other disabilities, or mental health disorders, cannot wait or talk on the phone for long periods.”

Ms Handley has called on the industry to train staff to deal with people with special needs.