3.1 Background

At the relevant time, CBA conducted its insurance business under the name CommInsure. The Commission examined CommInsure’s handling of claims made under life insurance policies that provided trauma cover. The case study examined the way that CommInsure handled two particular claims one by an insured person who had a heart attack, and the other by an insured person who had breast cancer as well as a number of issues relating to the definition ofheart attackin CommInsure’s policies. The Commission heard evidence from Ms Helen Troup, the Executive General Manager of CommInsure.