Resolved complaint (155) about age discrimination in goods, services and facilities

About the complaint

The complainant's mother is 100 years of age and has a health insurance policy with the respondent insurer. The complainant alleged the insurer's claims system did not recognise a triple-digit age and that she was told her mother would need to make a claim manually by taking a photo of the receipt with her smartphone or scanning the receipt. The complainant said her mother does not own a scanner or mobile phone.

In response to the complaint the insurer apologised to the complainant and her mother for the inability of their claim system to recognise triple-digit age information and the inconvenience this caused to the complainant's mother. The insurer updated its system to recognise triple-number age information. The complainant and her mother considered the complaint resolved on this basis.

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