ANZ has responded to a recent segment aired on Channel Nine's A Current Affair, claiming the program misrepresented facts regarding a customer interaction. The bank stated that the report used selective audio from a 2016 phone call and omitted significant portions that would have clarified the context.
The bank emphasized that the call was initiated at the request of the customer's husband, countering claims of it being a "telemarketing" call. ANZ also noted that they had sent multiple letters advising the customer to review her insurance coverage.
An ANZ spokesperson expressed sympathy for what the customer is currently experiencing but maintained that their procedures were followed correctly. "We have reviewed the matter thoroughly, including a tape of the phone call in question and the written correspondence that was sent following initial contact," said the spokesperson. It was highlighted that during this call, various insurance options were discussed, and it was confirmed that life insurance was not desired as it was already held with another company.
Furthermore, ANZ pointed out they informed the customer about adding life insurance later if needed and followed up with letters urging her to verify her insurance coverage. These communications included reminders such as: "Check your insurance cover – if you haven’t already done so."
The bank asserted compliance with internal guidelines and legal requirements in handling this case. They have requested an independent Customer Advocate to prioritize reviewing this situation.