Systemic inequities in insurance aren’t just a policy problem; they show up in real people’s lives when they’re at their most vulnerable. In this episode of Business Made Personal, Mark Silveira sits down with Julia Davis, Senior Policy and Communications Officer at the Financial Rights Legal Centre, AFCA panel member, and member of the General Insurance Code Governance Committee, to unpack what’s broken and what needs to change.

Julia shares the experiences that shaped her worldview, from growing up in Florida to witnessing injustice first-hand in the legal system, and why she’s dedicated her career to advocating for consumers who feel powerless inside complex financial processes. Together, Mark and Julia explore the hard truth that for a small percentage of customers, the real trauma isn’t the flood, fire, or accident, it’s the claims process that follows.

In this conversation, you’ll learn:

• Why “financial literacy” isn’t the silver bullet and where accountability really belongs
• How claims can go off the rails (and what escalation with humanity should look like)
• Why insurer pricing systems and transparency are now central to consumer trust
• What role must government, insurers, banks, and communities play in climate risk and affordability

If you care about the future of insurance, trust, transparency, fairness, and customer outcomes, this episode is a must-listen.

Business Made Personal is hosted by Mark Silveira, exploring the real journeys of leaders in insurance, business, and beyond.

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For enquiries, collaborations, or to suggest a guest: mark@bmppodcast.com.au