Insurers Accused of Exploiting Loyalty

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

The lawsuit, representing customers of SGIO, RACV, and SGIC, alleges that these insurers promised loyalty and multi-policy discounts but ultimately charged higher base premiums. The deceptive practices purportedly stemmed from a computer algorithm designed to manipulate loyalty metrics.

Slater and Gordon’s Ben Hardwick revealed that this algorithm, which ought to favor longstanding clients, actually penalized them. According to Hardwick, “We’re alleging millions of Australians paid higher premiums yearly on the illusion of discounts, when new customers often enjoyed lower rates.”

This pricing tactic leveraged a customer's perceived likelihood to remain with the insurer even as prices rose. Hardwick explained, “Loyal customers, misjudged as having low price sensitivity, faced steeper price hikes compared to others leaning towards switching providers.”

As a result, many long-term policyholders, unaware of the true extent of their premiums, couldn’t make informed decisions regarding their insurance costs. “They would've likely secured cheaper policies had their loyalty not been factored into the pricing algorithm,” Hardwick added.

The broader implication is substantial as household insurance remains one of the significant annual expenses. It is profoundly disappointing for these customers to see their loyalty rewarded with higher charges, ultimately perceived as unlawful profiteering. The legal move aims to gain compensation for adversely affected customers.

Angela Williams, an RACV policyholder for over two decades, echoed the sentiments, saying, “I thought I was securing good deals. Knowing the involvement of a pricing algorithm manipulating my premiums because of my loyalty is shocking.” Similarly, Debra Dawson, a 16-year-long SGIO client, forgone comparative shopping believing her discounts were exclusive benefits. “Had I known, I would’ve considered alternatives,” she remarked.

IAG, responding to these charges, assured that these practices were already under scrutiny due to a previous legal challenge by ASIC. A spokesperson stated, “We uphold we have honored our loyalty commitments and will defend against this class action, striving to continually provide reliable service to our customers.”

This case underscores the delicate balance of customer loyalty and ethical business practices, highlighting how crucial transparency is for consumer protections in the complex field of financial services.

Published:Friday, 31st May 2024
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Insurance News

Clear

Underinsurance Warning Lands at a Critical Time for Farms

04 Aug 2026: Paige Estritori

Fresh insurance industry concern about underinsurance is especially relevant for Australian farmers as rebuilding and replacement costs remain stubbornly high. While the issue is often discussed in relation to houses, the same pressure applies across rural assets: sheds, fencing, pumps, tanks, grain storage, livestock yards, irrigation equipment and machinery can all cost significantly more to replace than they did when a policy was first arranged. - read more

Why Climate Risk Is Back on the Farm Insurance Agenda

28 Jul 2026: Paige Estritori

Australia's general insurance sector has again put natural hazard resilience at the centre of the affordability debate, with fresh industry commentary warning that floods, bushfires, storms and cyclones are continuing to reshape how risk is priced. For farmers, this is not an abstract policy discussion. It goes directly to the cost and availability of farm insurance, particularly for properties with older buildings, exposed machinery, flood-prone access roads, boundary fencing, stored fodder or high-value livestock. - read more

What Allianz’s Farm Cover Revamp Means for Farmers

21 Jul 2026: Paige Estritori

Allianz Australia has refreshed its farm pack insurance, with the updated product announced on 20 July 2026. For farmers and rural property owners, the significance is less about one insurer changing a product and more about what it signals across the broader farm insurance market: insurers are trying to make cover easier to understand while adjusting policy features to better match modern farming operations. - read more

What Bushfire Resilience Ratings Mean for Farmers

07 Jul 2026: Paige Estritori

More Australian insurers are now recognising household bushfire resilience ratings, a development rural and regional property owners should watch closely as risk-based pricing becomes more visible across the insurance market. NAB and CommBank insurance brands have joined the program, alongside existing participants including NRMA Insurance and Suncorp, meaning a significant share of the home insurance market is now engaging with assessed bushfire mitigation. - read more

Cyclone Pool Delivers Relief, But Farmers Still Need to Check Cover

30 Jun 2026: Paige Estritori

The Australian Competition and Consumer Commission's final monitoring report on the cyclone reinsurance pool has delivered a mixed message for rural and regional northern Australia. The pool appears to have helped ease some premium pressure for medium to high cyclone-risk areas, including reductions across home, strata and small business building and contents cover. For farm families and agribusinesses in cyclone-exposed regions, that is welcome news after years of rising costs and limited choice. - read more

El Niño Outlook Puts Farm Risk Planning Back in Focus

23 Jun 2026: Paige Estritori

Australia’s latest El Niño declaration has turned seasonal risk planning into an immediate priority for many rural and regional businesses. The Bureau of Meteorology confirmed El Niño conditions in mid-June, with forecasts indicating the tropical Pacific is likely to keep warming through the coming months and remain a factor until at least the end of the year. - read more

Click for more Insurance News