A national review by Hospice New Zealand has revealed that insurers, government agencies, and membership providers are among the least compassionate sectors when dealing with terminally ill New Zealanders.
The “Dying Reviews” project, described as a world first, invited 380 terminally ill people and their families to rate how they were treated by businesses, public agencies, and community organisations. The average national rating was 3.28 out of 5, with insurance companies scoring 3.16 – below sectors such as education, retail, and community groups but above government services, which received the lowest rating of 2.5.
Hospice New Zealand chief executive Wayne Naylor said the findings revealed that many systems were “still designed for business-as-usual” despite the realities of dying. “What this tells us is that while some individuals and organisations are leading with empathy, many systems are still designed for business-as-usual,” Naylor said. “Dying is often anything but that.”
Respondents described significant emotional and bureaucratic burdens when dealing with insurers and other service providers. One reviewer recalled being told their husband, who was dying, needed to “come in and sign a form” – an errand that turned out to be his last trip outside the home.
Another reviewer questioned a benefit rejection, saying they were told they were ineligible because the allowance was for people with a serious illness. “By this point I had already mentioned that I have an incurable diagnosis … so I asked, ‘What’s more serious than a terminal diagnosis?’” The review read.
While some insurers were praised for waiving fees or simplifying claims, others were criticised for rigid procedures and repetitive proof requirements. Karen Barnett, who has lived with incurable breast cancer for nearly five years, said, “I’ve got incurable breast cancer, why do I have to keep proving I’m dying every two years?”
1News reported that Hospice New Zealand said it has since launched online training modules for insurers, banks, and government departments to help staff respond more empathetically. “Once you bring empathy into it, how people feel about the whole process changes,” Naylor said. “This is about designing better – not just for the dying, but for all of us.”
Restaurants and events ranked highest at 4.55, with reviewers highlighting kindness and flexibility – gestures that, for many, made “a very difficult situation feel a little bit easier.”
Restaurants/events: 4.55
Clubs/community groups: 4.10
Shopping/pharmacy: 4.08
Education: 4.00
Workplaces: 3.63
Travel/public transport: 3.58
Legal/accounting: 3.43
Rest homes/retirement villages: 3.33
Insurance: 3.16
Utilities/payments: 3.12
Banking: 2.93
Healthcare: 2.77
Government agencies: 2.50
Memberships/subscriptions: 2.50
Source: RNZ
What are your thoughts on the recent findings? Share your insights in the comments
