Youi pays $164,000 for poor insurance sales practices

Youi has refunded 102 consumers approximately $14,000 in total, and will pay $150,000 as a community benefit payment to the Financial Rights Legal Centre's Insurance Law Service.


The payments follow ASIC concerns about Youi home and car insurance sales practices.


Youi has also engaged an independent firm (EY) to conduct a review of sales practices in response to concerns that some sales staff were charging consumers for insurance policies without their consent to purchase. This included where consumers only made an inquiry to get an insurance quote.


ASIC was concerned that Youi's remuneration and bonus structures incentivised sales staff to prioritise sales ahead of consumers' interests.


Since the review, Youi has:

  • Changed its remuneration structure and reduced the incentives provided to sales staff based on sales volumes
  • Reviewed sales scripts and staff training
  • Introduced new controls and monitoring of sales staff
  • Made significant changes to its legal, risk and compliance capability.

EY will conduct a follow-up review to assess the implementation and test the effectiveness of the recommendations made in their initial assessment of Youi's risk culture and review of sales practices. A final report will be provided to ASIC by 30 June 2018.


Acting ASIC Chair Peter Kell said positive consumer outcomes should be at the heart of sales structures: 'It is completely unacceptable that customers were signed up for Youi insurance policies without their knowledge or permission.'


Consumers who believe they have a dispute with Youi should contact Youi directly on 07 3852 7895. The Financial Ombudsman Service can provide further assistance on 1800 367 287.



The Financial Rights Legal Centre's Insurance Law Service is a national service providing consumers free advice about insurance problems.


ASIC's MoneySmart website has information for consumers about getting the best deal on insurance, including what to look for in insurance products so they can find the right policy for their needs.


29 November 2017.