Hi everyone,
Firstly let me say what a great space this is. I certainly wish that it was available when many years ago I was struggling with depression. Please keep up the good work.
I was hoping to seek some assistance / advice from the forum here.
A family member of mine is going through quite a tough time and has been doing so since late last year.
In March this year, they left work in order to look after themselves. I think this was the right decision and we all support that decision. The good news is that with the support of the entire family, they are getting better.
But the problem is that since March, this person has had no income (has their own family to support - the rest of our family has been helping in the interim). They had an income protection insurance policy that we all believed would provide some financial support. The claim was submitted in late March with all the necessary supporting documentation from their GP and the insurer's psychiatrist.
It is now August, and despite almost daily calls to the insurer, ANZ, the claim has still not been approved (or rejected).
The lack of income is now adding to the stress of the situation and I worry that if it goes on for too much longer, then all the great progress that we have made as a family will be undone - all because of the incredibly slow process ANZ is putting us through.
As I mentioned, despite daily calls, they always have an excuse. They keep insisting there are no red flags or reasons that they can see that it shouldn't be approved... yet here we are...5 months on and nothing.
It has completely defeated the purpose of having such a policy in the first place.
I find ANZ's conduct and treatment of my family member disgracefully unconscionable and want to move beyond their internal complaints system - all in the hope to get a resolution!
Does anyone have advice as to who best to get in touch with? Is the insurance industry covered by the financial services ombudsmen? Should I contact my local Federal member of Parliament? Who else might be able to help? I am at a bit of a loss because it seems we are floating in a grey area where no one wants to help...
Any advice / and or pointers that any of you could provide would be so greatly appreciated.
I am genuinely concerned that if this goes on any longer, the stress will simply become too much.
Warm regards to you all
