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Burnett Insurance Burnett Insurance is a privately owned Licensed General Insurance Brokerage

Burnett Insurance is a privately owned Licensed General Insurance Brokerage, offering tailor made insurance solutions for our clients. We have been established since 1993 and during this time we have assisted many clients with their insurance needs and we are happy to assist you. We are a member of the Steadfast Group, Australia’s largest autonomous insurance broker cluster group, which assists our clients benefit from their extensive buying power. Steadfast has over 280 licensed insurance brokers operating in over 400 offices across Australia and writes over $2.5 billion in premiums, ensuring a wide selection of insurers and the ability to negotiate superior terms for clients. Whilst the majority of our clients reside in the Burnett Region we have many clients residing in many different parts of Australia.

16/09/2026

Suncorp debt collector accused of bullying by former ACCC chair

Recovery agents acting for insurers face fresh scrutiny after an 81-year-old was pursued for a motor claim she was never liable for

Suncorp has apologised and paid compensation to an 81-year-old woman after the debt collector acting on its behalf pursued her for months over a motor claim the insurer later abandoned for lack of evidence, ABC News has reported.

The case involves Diane Walker, who was contacted by AAMI - a Suncorp subsidiary - seeking recovery of costs following a minor two-vehicle collision before Christmas in which no damage was caused. ABC reported that Suncorp dropped the claim in June, apologised, paid Ms Walker a $1,500 goodwill amount and acknowledged that it had engaged its debt recovery partner prematurely.

For brokers placing motor and liability business, the matter concerns an exposure that sits outside the claims file itself: what a recovery agent does in an insurer's name and who carries responsibility when it goes wrong.

The regulatory backdrop
ARMA Group Holdings and legal practice Force Legal, both owned by ASX-listed Credit Clear Limited, are already before the Federal Court. The Australian Competition and Consumer Commission (ACCC) commenced proceedings in June 2026, alleging the two related companies sent more than 320,000 debt enforcement notices that were misleading and in breach of the Australian Consumer Law, covering communications between 6 February 2022 and 26 September 2025.

The regulator has alleged that correspondence overstated the likelihood of legal action and the consequences of non-payment, and that letters created the impression Force Legal operated independently of ARMA. Credit Clear, ARMA and Force Legal have denied the allegations and stated they intend to defend the proceedings.

Significantly for insurers, the ACCC has not alleged that ARMA's creditor clients breached the Australian Consumer Law or were aware of the alleged conduct. The proceeding concerns the collection communications themselves.

Former ACCC chair Allan Fels (pictured) told ABC News the conduct amounted to "Robodebt 2.0 of the worst form", adding that he was "very concerned" and describing it as "the worst kind of illegal, deceptive conduct applied to bully, intimidate, frighten".

Why the outsourcing question matters
ABC reported that the amount sought from Ms Walker rose from $1,175.51 to $1,395.51 after three months without explanation and that a separate claim was subsequently issued against her son, Scott Walker, who was not present at the accident.

Suncorp confirmed to the ABC that formal disciplinary action was taken with ARMA Group, while indicating the commercial relationship would continue under its usual arrangements. ARMA told the broadcaster it found the claims unsubstantiated and was comfortable with how the matter was handled. ARMA did not respond to ABC's questions.

Stephanie Tonkin, chief executive of the Consumer Action Law Centre in Melbourne, said the case signalled a problematic culture and raised concerns about automation being deployed with little oversight.

12/06/2025

Car owner loses payout bid after husband’s crash

A car owner who claimed for an accident that happened when her husband was using the vehicle will not receive a payout after her insurer found the man was not listed as a driver on her policy.

The total loss claim was rejected last May by Auto & General, which said its cover excluded losses arising from vehicle use by “any household member who is not listed on this policy”.

The claimant said her husband had recently started using the Kia Carnival after leaving his job for health reasons and losing access to his work vehicle.

Auto & General acknowledged the circumstances and, as a gesture of goodwill, considered adding the husband to the policy and assessing the claim further.

However, it said the man’s driving history – including a licence suspension of more than six months within the previous five years – would make him an unacceptable risk under its underwriting guidelines.

The claimant said her husband had successfully applied for a policy online, including disclosing his driving history, and she provided the Australian Financial Complaints Authority with screenshots from the insurer’s website as evidence.

But in its dispute ruling, the authority cast doubts on this, noting the screenshots did not show a completed application process or whether the man’s information had been accurately entered.

“I am satisfied the insurer has shown that even if the complainant had tried to add [her husband] to the policy, which she did not, at inception or any time prior to the date of loss, this would not have been possible,” an AFCA ombudsman said.

“The insurer would have declined to add [him] to the policy and there is no discretion in the guidelines to consider otherwise.”

Source: InsuranceNews.com.au

11/06/2025

NIBA - Media Statement: In a Disparate Market, Brokers Deliver Clarity, Choice and Advocacy for Consumers

As Australiaʼs general insurance market continues to see increasing competition, the National
Insurance Brokers Association (NIBA) reaffirms the critical role insurance brokers play in helping clients
navigate an increasingly complex risk environment.
Brokers placed more than half of the total general insurance Gross Written Premiums (GWP), which is
over $70bn, in FY24, underscoring the significant role they play in the Australian economic landscape
and the value insurance brokers provide to consumers and the broader economy.* This trend has
been growing over the last decade.
NIBA CEO Richard Klipin highlighted that insurance brokers are indispensable in connecting Australians
to the right insurance solutions and giving choice and support to consumers, especially during shifting
market conditions.
“As the world becomes more complex and consumer expectations shift, the need for trusted, expert
guidance has never been more important,” Richard said.
“Brokers have been on the frontline of Australiaʼs risk landscape, helping clients understand and
manage emerging threats, protect their assets, and recover when disaster strikes. From floods on the
Mid North Coast to bushfires in the Grampians region, and Ex-Tropical Cyclone Alfred, brokers have
stood shoulder-to-shoulder with communities, providing support when it matters most,” Richard
added.
With underinsurance and the impact of climate change continuing to be a major threat, brokers play a
crucial role in identifying appropriate cover and ensuring Australians are not left exposed.
“As trusted advisers, brokers help clients to identify, manage and mitigate their exposures, ensuring
the right and important levels of cover are in place, as well as offering support and guidance
throughout the claims journey, ensuring peace of mind for their clients,” said NIBA President Nick
Cook.
“As market conditions evolve, NIBA emphasises the value of insurance brokers in safeguarding
Australia's economic future and importance of ensuring that individuals, businesses and communities
are well-equipped to thrive,” added Nick.
Insurance brokers remain crucial to the resilience and prosperity of the Australian economy, helping
businesses remain operational during times of crisis, guiding their clients through complex risk
exposures, and supporting recovery at a local, regional and national level.
*Source: APRAʼs biannual general insurance intermediated statistics.

Source: - NIBA Meda Statement. 5 June 2025.

05/06/2025

Motor modifications prove costly for policyholder

A car owner whose claim was denied and policy cancelled over a failure to disclose modifications to his vehicle has lost his bid to have the decision overturned.

When applying for his policy with Auto & General in February 2022, the motorist stated there were no “non-standard accessories” or modifications to his Hyundai i30 hatchback. He responded the same when the policy was up for renewal in 2023 and last year.

Last June, his claim for accidental damage was denied when the insurer’s assessor found modifications to the exhaust and air intake system.

The insurer said if it was aware of the changes, it would not have covered the car.

The claimant acknowledged there were alterations to the standard engine and exhaust – made after he bought the car in 2020 – but argued they did not count as modifications.

He told the Australian Financial Complaints Authority that for the changes to be considered modifications, they would have to affect the car’s value, appearance or performance, and he argued his alterations did not.

In a dispute ruling, AFCA says the policy defines modification as “any alteration to the car’s standard engine, exhaust system ... that changes the functionality, performance, security or value of the car from the manufacturer’s original design”.

The authority says the changes were made by a professional and “are known to enhance the performance of a vehicle”.

“I accept a cool air intake assists in the intake of colder, denser air, which can bring more oxygen into the combustion chamber, meaning more power is generated by the engine,” an authority ombudsman said. “Similarly, a modified exhaust system also improves the performance of a vehicle by increasing airflow to the engine and at times lowering weight of the vehicle.

“I am satisfied that it is reasonable to accept that these modifications to vehicles are quite common and their impacts on the performance and therefore value of a vehicle are also well known.”

The ombudsman says it is unlikely the complainant would be unaware of the modifications’ impact.

“I am satisfied that if the complainant disclosed the [vehicle] had the said modifications, of which he was reasonably aware, the insurer would have assessed the [car] as an unacceptable risk and therefore it would not have been on risk at the time of the accident.”

The insurer must refund premiums paid from the inception of the policy, and reimburse the man for losses related to its failure to promptly return his personalised registration plates.

Source: Insurance News.com.au

22/05/2025

IAG purchase of RACQ Insurance given green light

The competition regulator has cleared IAG’s proposed $855 million acquisition of the RACQ insurance business.

The Australian Competition and Consumer Commission found other suppliers of home and contents and motor cover would create a competitive constraint on IAG after the purchase.

“Several alternative suppliers ... including the market leader Suncorp, more established insurers Allianz and QBE, and newer entrants such as Youi, Auto & General and Hollard will continue to compete in Queensland,” commission chair Gina Cass-Gottlieb said.

The ACCC found RACQ Insurance has not been a vigorous competitor in recent years and it has been losing market share since 2019.

“While RACQI has strong brand recognition in Queensland, our review found that it does not differentiate in terms of price or coverage,” Ms Cass-Gottlieb said.

“Its prices are generally higher than many alternative suppliers, and ... it does not meaningfully differentiate on coverage or service offering in the supply of home and contents insurance and motor insurance.”

The decision finds RACQ has faced challenges providing competitive insurance, serving some areas of higher natural hazard risk and having limited access to capital as a mutual organisation.

The proposed deal is unlikely to substantially reduce competition in the smash repair services, windscreen repair and replacement, and building repair markets, the commission adds.

The regulator is still reviewing Allianz Australia’s planned purchase of RAA Insurance and says it is aware of IAG’s proposed acquisition of RAC Insurance.

“This decision in relation to IAG and RACQ should not be treated as being indicative of the ACCC’s decision or further consideration of these transactions,” it says.

IAG will acquire 90% of the shares in RACQ Insurance under the deal announced last November, with an option to acquire the additional 10% from the motoring club after two years. The two organisations will also enter into a 25-year distribution agreement.

IAG CEO Nick Hawkins says the ACCC’s decision is an important milestone towards IAG and RACQ partnering to protect Queenslanders.

“As we outlined when we announced the strategic alliance in November last year, RACQ will maintain brand and customer relationships, while leveraging IAG’s scale, financial strength, best-in-class technology for claims, policies and pricing, customer-oriented claims experience and underwriting expertise,” he said.

Source:- InsuranceNews.com.au

26/02/2025

Lessons from Triage - car sharing platforms

If you put your vehicle on car-sharing platforms such as Turo and it is damaged while it is being used, any claim for the damage will not be covered by a motor policy held by the insured.

For example, the QBE SCTP Private Motor policy specifically excludes car sharing. You should warn the client that the policy does not cover these kinds of arrangements.

The potential for misuse of carsharing arrangements is exemplified by 2 incidents that occurred in the USA on 1 January 2025. The first involved a vehicle ramming attack in New Orleans using a Ford F150. This incident was terrorism-related. The second involved the explosion of a Tesla Cybertruck pickup truck outside the Trump International Hotel las Vegas.

Source: Steadfast 2025

01/08/2024

Public liability and professional indemnity insurance face soaring costs, APRA data shows

Businesses respond to rise by opting for higher deductibles
Public liability and professional indemnity insurance face soaring costs, APRA data shows

The Australian Prudential Regulation Authority (APRA) has unveiled its National Claims and Policies Database (NCPD) statistics for the year ending Dec. 31, 2023, offering a comprehensive view into the evolving landscape of professional indemnity (PI) and public and product liability (PL) insurance.

The latest NCPD report reveals a notable surge in premiums and claims costs across key insurance categories. Public liability insurance premiums have increased by 40% since 2015, outstripping general inflation. This rise began in 2017 and is largely attributed to worsening claims experience. Businesses have responded by opting for policies with higher deductibles, shifting more risk onto themselves to manage rising costs.

Notable surge in claims and insurance costs
Bodily injury claims have been a primary driver of increased premiums, with average finalised claim sizes growing by 5.5% annually since 2013. Recent years have seen higher incurred costs for accidents, particularly those related to work injuries and falls. Work injury claims, which have doubled in size compared to other bodily injury claims, are highlighted as a major contributor to cost pressures. The data also shows a rise in psychological claims, exacerbating overall inflation in claims costs due to social, legal, and medical factors.

Professional indemnity insurance has similarly experienced a premium hike, rising 27% since 2015, with large and corporate businesses facing the steepest increases. Although finalised claims costs have remained stable, newer data suggests that incurred costs are trending higher.

Directors and officers (D&O) insurance has come under scrutiny for escalating premiums and large claims, particularly in relation to side C1 coverage amid a rise in shareholder class actions. The report notes that the number of large D&O claims, defined as exceeding $1 million, nearly tripled from 2009-2015 to 2019-2021, driven by a surge in claims above $5 million.

Since 2015, public liability premiums have surged by 53%, with the most significant impacts on large and corporate businesses. Meanwhile, industries such as construction, retail trade, and mining are particularly affected by these trends. As insurers and businesses navigate these challenges, ongoing data and analysis from the NCPD will be crucial in shaping future strategies and solutions.

Do you have something to say about these findings? Let us know in the comments below.

Source:- Insurance Business Australia

21/03/2024

Strata firm charging ‘excessive insurance fees’: ABC report

Source InsuranceNews.com

Strata management firm Netstrata has been using its wholly owned insurance arm to charge apartment owners excessive brokerage fees, the ABC has reported.

The report says Netstrata company Strata Insurance Services has been charging above industry norms and in one case owners at a building near Botany Bay had been “charged brokerage at about 64% of the base premium”.

The fee was refunded after the couple, who later obtained a cheaper quote from an independent broker, raised their intention to lodge a formal complaint, the ABC says.

Netstrata MD Stephen Brell, also Strata Community Association NSW President, told the ABC that he didn’t know the details of that case but “it’s certainly not something that is standard practice”.

"We charge a fee for service and those fees for services are consistent with what the market rates are," Mr Brell told ABC Investigations.

He said in response to issues identified by the ABC that he would “go back and look at our practices and make sure we tidy them up”.

Netstrata has not yet responded to an insuranceNEWS.com.au request for comment this morning.

The report comes as the Australian Consumers Insurance Lobby (ACIL) says it’s seeking input from individuals, businesses and industry insiders on their strata sector experiences as it seeks to document the breadth of issues in the sector and their impact.

The group is encouraging individuals, businesses and other entities to complete an online survey that’s open until April 3.

“We are particularly eager to hear from businesses that have suffered due to these practices and industry insiders including current and former employees of strata managers, insurance brokers and or other related businesses,” ACIL Chairman Tyrone Shandiman said.

ACIL has particularly highlighted arrangements where owners have been shifted to excessive fee and commission arrangements without informed consent, and has called on the Australian Securities and Investments Commission and the Australian Competition and Consumer Commission to embark on a broader sector investigation.

Consultant John Trowbridge’s three-phase review of the strata insurance practices, completed last year, called for increased transparency and disclosure on remuneration and commercial arrangements.

The review noted various degrees of transparency around corporate structures, including where a strata management and broker group have shared ownership or other forms of corporate connection.

“When there are no ownership or financial connections between SM groups and broker groups, the corporate arrangements are usually straightforward and there is no ambiguity,” Mr Trowbridge said in a consultation paper.

“In other cases, there is ambiguity unless the parties specifically explain the names, roles and position within the financial chain. Some brokers and SMs are fastidious about such declarations, others are not.”

Source: InsuranceNews.com

11/03/2024

Treasury flags revised standard cover regime

Source: InsuranceNews.com.au

Federal Treasury has proposed restricting the standard cover regime to home building insurance only and mandating that insurers offer a baseline level of policyholder protection.

A consultation paper says consumer and industry groups have indicated the current regime is not fit for purpose given the ease with which non-standard policies can be offered and has put forward three reform options.

The options include repealing the standard cover regime, offering a baseline level for home building only, and offering different tiers, such as gold, silver and bronze level covers.

For option 2 to be effective the baseline level of cover would need to reflect a level of protection that consumers can expect to receive while being affordable, but flood risk represents a complication, the paper says.

“To ensure that the baseline product is affordable across Australia, the Government could mandate that insurers offer flood coverage on an opt out basis as part of the base product. Alternatively, the opt out could be broader and exclude all natural water-related damage,” it suggests.

In targeted consultations to date the “vast majority” of concerns around standard cover relate to home building insurance rather than motor vehicle, personal accident, consumer credit or travel.

“Given this, it is proposed to no longer apply the standard cover regime to the other types of insurance, however, feedback will be sought through this process on the necessity of retaining the standard cover regime for these products,” it says.

Issues with the tiered-coverage option include ensuring consumers understand the different levels, while experience in private health insurance, where mandatory vertical differentiation was adopted in 2019, has shown that problems under that model can still persist.

The consultation paper also proposes extending standardised natural hazard terms beyond flood to include fire, storm and stormwater/rainwater run-off.

Treasury notes that the Insurance Council of Australia has announced work to develop a standard definition of “wear and tear” following problems identified by the General Insurance Code Governance Committee and an Australian Securities and Investments Commission review.

“This work is being conducted independently of Treasury’s work on standard cover and definitions,” the paper says.

A consumer groups submission to the current parliamentary committee inquiry into insurers’ responses to the 2022 floods has called for a “genuine standard cover regime” that includes a minimum set of basic defaults.

The submission recommends a set of standard definitions for every inclusion, exclusion and commonly used term related to natural hazards, a limited number of clearly defined levels of cover above the default standard on which insures can compete, and an ability to cover specific risks in addition to ensure unique individual risks are insurable.

Treasury consultation paper submissions are due by April 4. It’s then intended that industry and consumers would collaborate on options refinement, term selection and definitions, with exposure draft legislation to be released where necessary, the paper say.

Source: InsuranceNews.com.au

10/03/2024

Suncorp continues to face scrutiny over vehicle assessment delays

Source: Insurance Business.

Chamber of commerce calls for systematic change

Members of the Victorian Automotive Chamber of Commerce (VACC) have continued to highlight what they describe as significant delays in the assessment of vehicles damaged in accidents for Suncorp Group (Suncorp) customers, with some cases allegedly taking as long as five months. Suncorp, meanwhile, has expressed its disappointment in the manner the allegations are being raised.

This issue, brought to light by VACC last month, goes beyond individual cases, it states – suggesting a wider problem within the insurer’s operations that impacts both repair businesses and vehicle owners.

Concerns about prolonged motor vehicle assessment times
In its latest statement, VACC CEO Geoff Gwilym (pictured) suggested concerns about prolonged wait times were symptomatic of larger operational challenges at Suncorp and its associated entities.

“The extended wait time issue VACC raised in the media is not just about a series of current claims. This is a systemic issue for the insurer Suncorp and its associated brands, and one that requires a significant change of business practice,” he said. “There are signs of deeper issues with industry processes, practices, and resourcing that mean it’s poorly prepared. Insurers are now ‘on notice’ with regulators ready to pounce on any unfair behaviour.”

Following VACC’s announcement last month, Suncorp made a statement which outlined its intent to engage with the industry to foster better results. However, Gwilym pointed out that with a substantial profit reported in the first half of the 2024 fiscal year, it is incumbent upon Suncorp’s leadership to resolve these systemic issues.

“I remind Suncorp Group – whose after tax profit for the first six months of the 2024 financial year is $582 million – that motorists and small business owners are not in a position to fix their issues. Suncorp’s executives must do that work,” he said. “If Suncorp examines its own claim list, they will see thousands of claims with unreasonable assessment delays.

“It’s not for Suncorp to fix a few, but time for Suncorp to fix them all and get back on track if they take their legal and regulatory obligations to their customers, repairers and the motor repair industry seriously.”

VACC engages with motor vehicle repairers
The VACC has since been approached by various repairers with additional instances of undue delays in claims processing, underscoring the urgency of the matter, it stated.

The association stated it is eager to initiate discussions with Suncorp’s senior management regarding strategies to mitigate these assessment delays and is also planning to liaise with regulatory bodies to ensure equitable outcomes are achieved.

Suncorp reaffirms commitment to customers and repairers
In a statement sent to Insurance Business, a spokesperson for Suncorp reaffirmed the company’s commitment to its customers, repairers, and adherence to the motor repair code.

“It’s disappointing the VACC continues to address these concerns via media release when we are trying to work constructively with them,” the spokesperson said. “Their concerns weren’t raised directly with us before they issued a press release, and we have since tried to gain further information from them to be able to understand what the issues are they’ve raised.

“We take our obligations to our customers, repairers, and the motor repair code very seriously.

We will continue to try and work constructively with VACC to address their concerns.”

Source: Insurance Business.

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Kingaroy, QLD
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