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Insurance Code of Practice

We have adopted the Insurance Code of Practice. The Code is the insurance industry’s commitment to mandatory customer service standards and is designed to protect our customers.

The Code sets out the insurance industry’s key commitments and obligations to customers on standards of practice, disclosure and principles including:

  • We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with you.
  • We will monitor sales by our staff and our authorised representatives to ensure sales are appropriate.
  • If we discover that an inappropriate sale has occurred, we will discuss a remedy with you, such as a refund or a replacement policy.
  • We will provide additional support if you have difficulty with the process of buying insurance or making a claim.
  • When you make a claim, we will explain the claim process to you and keep you informed about our progress in making a decision on your claim.
  • We will make a decision on your claim within the timeframes defined in the Code, and if we cannot meet these timeframes you can access our complaints process.
  • If we deny your claim, we will explain the reasons in writing and let you know the next steps if you disagree with our decision.
  • We will restrict the use of investigators and surveillance, to ensure your legitimate right to privacy.
  • Our independent Code Compliance Committee will monitor our compliance with the Code.