Mr Dransfield accepts that in regards to this claim Suncorp breached the General Insurance Code of Practice in several areas.

He also accepts the Healds were right to disagree with the findings of Suncorp's engineers, and that the reports provided by engineers selected by the Healds were better.

He says that many improvements have been made as a result of reviewing the Healds' claim.

He says he is sorry that a customer had to go through something like this, in order for the company to learn from it.