2018-11-11
The complainant has mild schizophrenia and applied for travel insurance with the respondent insurer. She alleged the insurer offered her a policy with an exclusion for schizophrenia, despite her disability being well managed and never requiring hospitalisation. The complainant applied for a review of the decision and provided the insurer with additional information. She alleged the insurer then offered her a policy with exclusions for schizophrenia, depression, anxiety, reflux and vitamin deficiency.
On being notified of the complaint, the insurer agreed to participate in conciliation.
The complaint was resolved. The insurer revised its underwriting risk rating criteria and as a result, offered the complainant a policy with no exclusions at no additional cost. The insurer also reviewed its assessment processes for applications requiring additional consideration due to the disclosure of complex medical conditions or disability.
Year
Discrimination type
Disability Discrimination Act
Grounds
Disability
Areas
Goods, services and facilities
Insurance
Revised terms and conditions
Policy change/Change in practice
Amount