Code of Practice

The General Insurance Code of Practice (“Insurance Code”) sets service standards for the insurance industry. The latest version of the Insurance Code was introduced in 2014 and adopted by insurers in 2015. The objectives of the Insurance Code are:

1 to promote better, more informed relations between insurers and their customers;

2 to maintain and promote trust and confidence in the insurance industry;

3 to provide fair and effective mechanisms for the resolution of the complaints and disputes between insurers and their customers; and

4 to commit insurers and the professionals they rely upon to higher standards of customer service.

The application of the Insurance Code to various aspects of insurance is discussed throughout this chapter.

A copy of the Insurance Code is available from the Insurance Council of Australia (seeContacts”).