Cash settlement issues
20 September 2018
Ms Orr is questioning Mr Dransfield over suggestions that Wye River claimants were pressured to accept cash settlements, with concerns raised by the Australian Securities and Investments Commission.
Royal Commission Live
Suncorp on Wye River
20 September 2018
Mr Dransfield says the company could have communicated better with Wye River claimants after the bushfires of December 2015.
Suncorp on the stand
20 September 2018
Suncorp Insurance CEO Gary Dransfield is taking the stand. Counsel Assisting Rowena Orr continues.
Youi productivity targets
20 September 2018
Ms Orr suggests Youi’s productivity targets, which were weighted toward the lodgement of new claims, affected the handling of matters already accepted.
Youi South Africa delays
20 September 2018
The handling of claims through Youi’s South African office had led to delays in reimbursing Airlie Beach resident Glen Sutton for temporary accommodation costs in the wake of Cyclone Debbie, the commission hears.
Royal commission Thursday
20 September 2018
The royal commission kicks off again at 9:30am with Youi’s COO Claims Services Jason Storey facing further scrutiny for the insurer’s response to customer claims.
WENESDAY’S SUMMARY: Youi’s post-disaster claims disasters
19 September 2018
WEDNESDAY'S SUMMARY: Youi’s deficient claims-handling after natural catastrophes was laid bare at the Hayne royal commission today.
Commission finished for the day
19 September 2018
That's it until 9.30am tomorrow. Check back soon for our daily wrap story.
Insured accused of 'overdramatising'
19 September 2018
A loss assessor accused the Suttons of "overdramatising" in order to gain more than they were entitled to, Ms Orr says.
Suttons not treated fairly
19 September 2018
Now we move to the case of the Suttons in Airlie Beach, whose house was damaged by Cyclone Debbie.
Roof repaired 18 months late
19 September 2018
Ms Orr says the roof was finally repaired in May this year - 18 months after the damage was caused.
Youi complaints process 'not compliant'
19 September 2018
Youi has carried out a review of its complaints process and found it to be "non-compliant".
Complaint not dealt with by Youi
19 September 2018
Ms Murphy sent a detailed six-page complaint letter to Youi but the insurer's response was inadequate, Ms Orr says.
Youi failed to respond to complaints
19 September 2018
Youi failed to address concerns that Ms Murphy and her family were exposed to potential lead contamination, Ms Orr says.
Builder took four months to start repairs
19 September 2018
Ms Orr says under Youi's agreement with it, the builder was required to start work within 10 days of the scope of works being signed and the excess being received.
Suspended builder continued with repair
19 September 2018
The builder was suspended and removed from Youi's panel.
Complaints about builder ignored
19 September 2018
Ms Orr says the builder instructed to carry out repairs to Ms Murphy's house had been the subject of a number of complaints.
Concerns raised over Youi cover
19 September 2018
Ms Orr says that due to the building code exclusion customers have no way of knowing whether they are covered until they make a claim.
Youi PDS examined
19 September 2018
Ms Orr is examining the product disclosure statement (PDS) relating to Ms Murphy’s home cover.
Youi agrees it failed to meet required standards
19 September 2018
Youi COO Claims Services Jason Storey agrees that the company did not meet its obligation to act with “utmost good faith” in the cases of Mr Sutton and Ms Murphy and its handling of the claims was not acceptable.