Midweek Wrap: Exposé puts insurer in a bad light

by Maryvonne Gray 23 Mar 2016

Midweek Wrap: Exposé puts insurer in a bad light

Exposé puts insurer in a bad light
A lengthy investigation featuring ex-employees and customers of Youi has ‘painted a poor picture’ of the South African insurer, its marketing manager Trevor Devitt has admitted.

Numerous customers complained of being charged for policies when they were just trying to get a quote, or being unable to cancel the unwanted policies despite multiple attempts, according to freelance journalist Diana Clement’s in-depth report published on interest.co.nz this week.

Clement also interviewed three former employees whose allegations included that information was manipulated in people’s policies in order to make the premium lower, but subsequently left policies at risk of being voided at claim time.

A Commerce Commission investigation was reportedly now complete, Devitt told Insurance Business, and they were now ‘awaiting their further action’.

“Agreed, this article paints a poor picture,” he said, stressing that they were still working through the details to confirm they’d reviewed each complaint.

“We’ve admitted to process and service errors having occurred. We have also acted on them immediately to address them with affected clients and to follow through internally to change processes, improve website content and disclosures and to address service failures.

“We’ve taken decisive action where individuals acted outside of process guidelines and service standards.”

He added: “The Wall provides actual customer feedback and adds balance.”
 
Broker announces opening of new South Island office
Willis Towers Watson has opened a new office in Dunedin to improve its client service in regional areas, the company has announced.

NZ CEO Peter Lowe said the office, which is at Level 1, 252 Cumberland Street, will be headed up Josh Thomson.
 
Law firm ranks high for insurance
Chapman Tripp has been highly ranked in the 2016 Chambers Asia Pacific and Chambers Global legal directories.

The firm was ranked Tier One in the Asia Pacific guide for insurance, as well as banking & finance; competition/antitrust; corporate/commercial; dispute resolution; general business law; investment funds; public law; real estate; restructuring & insolvency; and technology, media, telecoms (TMT).

The firm also has 40 leading lawyer rankings, with two ranked as ‘stars’ in the Asia Pacific guide and two ‘experts’ based abroad in the Global guide.