Страховая компания оштрафована за 10 тысяч нарушений кода практики из-за ошибок стороннего поставщика

A life insurer has been formally sanctioned after reporting 10,105 breaches of the Life Insurance Code of Practice – nearly half of which originated not with the insurer directly, but with a third-party provider it engaged to distribute annual notices. The Life Insurance Code Compliance Committee (Life CCC) published the sanction and case summary on September 1, 2026, and its central finding is unambiguous: outsourcing a function does not transfer the liability that comes with it. For brokers managing client relationships with life insurers, this is not a regulatory abstraction. It determines whose problem it becomes when a client’s annual notice is wrong, incomplete, or never arrives. Between August 2024 and January 2026, the insurer failed to include a bonus benefit in annual notices, inconsistently reflected premium structures across some notices, and issued notices after – rather than before – policy anniversary dates, breaching clauses 3.10a, 3.10c, and 3.12 of the Life Insurance Code of Practice. Of the 10,105 total breaches – each recorded as affecting one customer – 4,686, or approximately 46%, were directly attributed to delays by the third-party distributor. The insurer did not detect the failures through its own monitoring. Detection occurred only after a customer complaint, which was reported as a significant breach in April 2025 — more than eight months after the failures began. The Life CCC issued a formal warning and required the insurer to demonstrate that its governance, controls, and assurance arrangements are sufficient to prevent recurrence. The committee will assess whether the corrective actions taken are effective. Further non-compliance may result in stronger enforcement action. The third-party finding is not new to the Life CCC’s enforcement record. Its 2023-24 Annual Industry Data and Compliance Report, released in March 2025, found that third-party processes contributed to 10 significant breaches industry-wide in that reporting period and were identified as the primary cause in six of those cases. The same report noted wide variation in how insurers monitor their third-party distributors and administrators to ensure compliance with Code obligations. Two significant breaches in that period related specifically to annual notices and impacted 83,506 customers. Communication-related obligations were the top four most breached categories for the year, with almost 6,700 breaches, and just three insurers accounted for over 80% of those. The Life CCC’s 2024-25 Annual Industry Data and Compliance Report, released May 11, 2026, found fewer overall breaches and the lowest number of customers impacted by breaches since the first Life Insurance Code was released in 2016. However, the report also identified increases in breaches relating to the timely payment of income protection benefits and timely initial claims communication, indicating that claims-related compliance remains an area of concern. Life CCC chair Jan McClelland AM said the improvement was not a reason to ease scrutiny. “It is pleasing to see fewer customers affected by breaches this year, and we hope to see that improvement continue. However, insurers must ensure their systems, controls, and oversight are strong enough to prevent repeat issues and support reliable outcomes for customers,” McClelland said. The Life CCC’s enforcement findings on third-party accountability now sit alongside a parallel development at the prudential level. The Australian Prudential Regulation Authority (APRA) finalised Prudential Standard CPS 230 Operational Risk Management to strengthen third-party risk management by ensuring risks from material service providers are appropriately managed across all APRA-regulated entities, including life insurers. The standard commenced on July 1, 2025. On April 30, 2026, APRA released final targeted amendments to the accompanying Prudential Practice Guide CPG 230, which commenced on July 1, 2026, providing further clarity on service provider risk management and ongoing compliance expectations. The Life CCC and CPS 230 operate through separate channels but converge on the same compliance gap: insufficient oversight of external providers performing critical customer-facing functions. McClelland said oversight of third parties must be treated as an extension of the insurer’s own obligations. “Insurers need controls that prevent errors, monitoring that identifies problems early and clear oversight of every party involved in delivering these communications,” McClelland said. This sanction arrives at a pivotal moment for the Life Insurance Code of Practice. Independent reviewer Peter Kell – a former deputy chair of both the Australian Securities and Investments Commission (ASIC) and the Australian Competition and Consumer Commission (ACCC) – released the Final Report of his review on June 30, 2026, with 85 recommendations spanning mental health cover, claims handling, customer vulnerability, and, directly, the provisions for compliance and enforceability of the Code. The Council of Australian Life Insurers (CALI) has committed to publicly releasing an initial industry response to the Final Report by September 30, 2026. The Life CCC has also published its 2026-27 workplan, which includes providing support for the implementation of the revised Life Code. The timing puts the sanction against a backdrop of broader changes to the Code and its compliance framework. Annual notices are, in many cases, the primary document through which a policyholder understands their current cover, premiums, and any policy changes. Where a notice omits a benefit – as occurred here – a client may be unaware of what their policy actually provides. Where a notice arrives late, a client approaching a policy anniversary date may make decisions on incomplete information. Brokers who review notices on behalf of clients, advise on cover accuracy, or field client complaints when communications fail are operating in territory where insurer-side failures have direct consequences for their own client relationships. The detection gap in this matter – from August 2024 to April 2025 – is a practical measure of how far an insurer’s monitoring can lag behind an active compliance problem. Three questions are worth putting to insurer partners in the current environment: Is the insurer undertaking a product migration or technology transition? Does it rely on a third-party provider for customer communications distribution? And what ongoing monitoring governs that provider’s performance under the Code? “It is not enough to correct individual notices after problems have affected thousands of customers. The insurer must show that it has addressed the underlying weaknesses and can meet its commitments in practice,” McClelland said.