Ms Orr suggests that Youi’s productivity targets, which were weighted toward the lodgement of new claims, had affected the handling of matters already accepted.

The commission hears concerns were raised that staff were over-worked as they handled increasing volumes of claims and were frustrated over processes involved and not having sufficient time.

Mr Storey said the area has this year been restructured to separate duties related to lodging claims and managing claims.

“This is quite a large change for our claims department,” he says.

Mr Storey says the company has apologised to the Suttons, who by early this year had been $8,525 out of pocket as a result of the delays handling their accommodation costs.

Ms Orr has completed her questioning of Mr Storey.