Many Australians hold life insurance cover through their superannuation. When making a claim on their insurance cover, consumers are often in the middle of difficult personal circumstances. So, any complaints about claims can raise complex and sensitive matters. Against this backdrop, it is essential that consumers who are dissatisfied with the treatment of their claim have access to a transparent, fair and timely complaints process. Last year, ASIC released Report 591 Insurance in Superannuation. Our review of data from 46 trustees highlighted specific areas for improvement in relation to complaints about insurance claims. We found that: 29 per cent of...