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.

Ms Orr asks whether, having heard the evidence of the two claimants, Mr Storey believed Youi had complied with the General Insurance Code of Practice.

Specifically, whether it had responded in "an efficient, professional and practical way, and in a compassionate manner”.

“No, I don’t think we have met that in those cases,” Mr Storey says.

The company also did not meet the requirements of its own code of conduct, which says customers should be provided with “awesome standards of customer service”.

“Do you think that Ms Murphy and Mr Sutton received awesome service from Youi?” Ms Orr asks.

“I definitely do not,” Mr Storey says.

The commission has broken for lunch and will continue at 2pm.