Helen Troup, Managing Director CommInsure said:

We care deeply about providing the best service to our customers and are sorry for Ms Outzen's family's loss. We thank the ABC for bringing this matter to our attention.  

In the case of Ms Outzen, we have reviewed the actions and correspondence by the claims officer and it is regrettable that the incorrect explanation for the decline of the policy was given. We are very sorry for the distress this may have caused and I intend to personally contact her family to apologise and explain the situation. Given these circumstances we will review the death benefit claim.  

Accidental death policies provide cover for death by injury only. These types of policies are not intended to cover non-prescribed drug use or intentional self-inflicted injury.

Earlier this year CommInsure announced it had taken action and commenced a range of reviews to ensure our customers have confidence that their claim will be assessed fairly and consistently. Information and updates on this can be found on CBA Newsroom at commbank.com.au/newsroom.