Supporting Aboriginal and Torres Strait Islander customers is vital to building a life insurance industry that is fair, inclusive and founded on respect.
When insurers listen, tailor services, and understand the importance of culture and community, they can better uphold the intent of the Code.
In a recent review, Australia's Life Code Compliance Committee found insurers had made solid progress in meeting new Code obligations designed to strengthen accessibility, communication and cultural understanding for Aboriginal and Torres Strait Islander customers.
These initiatives show a growing awareness of the role cultural safety plays in delivering fair and respectful services.
However, further work remains. The Code requires insurers to maintain standards of behaviour that ensure all customers are treated with empathy, dignity and fairness.
Meaningful progress relies on turning these standards into practice through leadership, training and organisational systems that embed inclusion across all areas of the business.
Learn the three key areas insurers need to improve.
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