The combined efforts of the ABC and Fairfax to expose practices at CBA's insurance arm, CommInsure, continued online and in print yesterday, culminating in a Four Corners program on ABC-1 last night. It would be easy to believe Ian Narev when he talks about how insurance providers have a responsibility to deal with claims as sensitively, as quickly and as fairly as possible - as indeed he was saying as recently as the weekend, and again replayed on Four Corners. But the facts, as presented by the ABC and Fairfax (and which seem to have been tacitly conceded by Narev) do not bear this out. One of the central points made in one of the case studies on the Four Corners program was that, to define if a heart attack has occurred, CommInsure relies on levels in the blood of a protein, troponin. That is, one indicator of a heart attack is its only definition. Four Corners looked at the case of diesel mechanic James Kessel, whose heart attack was so severe his heart stopped and he had to be revived by nurses using a defibrillator. But the bank denied his claim because he did not have enough troponin in his blood. This was pilloried as relying on a decade-old definition, but more damning was the admission in a leaked internal CommInsure email that changing the definition would mean that many more claims would be valid - and worse, that by denying Kessel's claims the bank was acting in utmost good faith. All very technical and medical, it would seem. However, it goes to a deeper malaise, which is firstly that interpretations have been adopted that are clearly not in line with best practice, and not in line with customers' best interests.  The allegations made by the bank's former chief medical officer that records were tampered with or deleted to protect or increase the bottom line will prove increasingly difficult to defend, as Narev himself found. In a media release on 5 March - clearly in anticipation of criticisms to be raised on the program, CBA said: "CommInsure's trauma heart attack definition pays for severe heart attacks and considers a range of medical factors when assessing a claim.  "Medical advances and improvements in detection technology mean our current definitions need to be updated. This update was planned for later this year and has now been accelerated to be completed as soon as possible." Actually, the definition should not just be updated, it should be backdated. And the industry should learn from a similar fiasco over flood versus storm damage insurance definitions.  If necessary, the major players will need to seek the ACCC's help in agreeing and adopting a few important regulations in regard to trauma, and total or permanent disability. CommInsure will win itself no friends, either, in reviving claims by Nationals Senator John Williams for a Royal Commission for financial planning. The Senate has now adopted a motion moved by Senator John Williams to broaden the terms of reference of a financial services inquiry  (the Scrutiny of Financial Advice