Business Days are Monday to Friday, excluding public holidays.
Calendar Day means any day, including weekends and public holidays.
Catastrophe means an event declared by the Insurance Council of Australia to be a Catastrophe – for example fire, flood, earthquake, cyclone, severe storm, or hail, resulting in a large number of insurance claims and involving multiple insurers.
Code means the General Insurance Code of Practice 2020.
Collection Agent means a person, company or entity who is not our Employee that we contract to recover money owing to us.
Complaint means an expression of dissatisfaction made to us, related to our products or services, our staff, or the handling of a Complaint where a response or resolution
is explicitly or implicitly expected or legally required. A Complaint also includes such expressions of dissatisfaction made about us on a social media channel or account owned or controlled by us, where the person making the Complaint is both identifiable and contactable.
Consumer Credit Insurance means insurance as defined in regulation 7.1.15 under the Corporations Regulations 2001, but it excludes:
- a. Consumer Credit Insurance sold through motor dealer intermediaries; and
- b. Consumer Credit Insurance sold alongside a refinanced loan where Consumer Credit Insurance has been purchased with the original loan.
Distributor means a person, company or entity when acting on our behalf, that is not an Employee, and;
- a. is authorised to provide financial services, other than a claims handling and settling service, under our Australian Financial Services Licence, in accordance with the Corporations Act 2001; or
- b. has authority to issue, vary or dispose of, a general insurance product covered by this Code under a binder with us (excluding an interim contract).
Domestic Builders Insurance and Domestic Builders Warranty/Indemnity Insurance means insurance as defined by the relevant State or Territory legislation.
Employee means a person employed either:
- a. by us; or
- b. by a related entity that provides services to which this Code applies.
External Expert means:
- a. a company, entity, or a person who is not our Employee or a Service Supplier; and
- b. that we contract solely to provide an expert opinion about the likely cause of your loss or damage.
Extraordinary Catastrophe means a Catastrophe that is so significant in size or magnitude or one that coincides with multiple other
Catastrophes that the Board of the Insurance Council of Australia declares it to be extraordinary.
Financial Hardship means you have difficulty meeting your financial obligations to us.
in writing means a communication conveyed by any one or more of mail, email, facsimile, text message, or a document sent or given to the relevant person.
Instalment Policy means a Retail Insurance policy for which the premium is payable by 7 or more instalments in a year, as defined in the Insurance Contracts Act 1984.
Insured means a person, company or entity holding, or seeking to hold, a general insurance product covered by this Code. It excludes a Third Party Beneficiary.
- a. a company, entity, or a person who is not our Employee; and
- b. that we contract to verify the circumstances relating to your claim.
Loss Assessor or Loss Adjuster means:
- a. a company, entity, or a person who is not our Employee; and
- b. that we contract to:
- i. examine the circumstances of your claim;
- ii. assess the damage or loss;
- iii. determine whether your claim is covered under your policy;
- iv. assist in obtaining a repair quote, or a replacement quote; and
- v. help settle the claim.
Marine Insurance means insurance to which the Marine Insurance Act 1909 applies. The Code applies to pleasure craft covered by the Insurance Contracts Act 1984.
Medical Indemnity Insurance means medical indemnity cover for health care professionals under a contract of insurance covered by the Medical Indemnity (Prudential Supervision and Product Standards) Act 2003.
Motor Vehicle Injury Insurance means insurance that covers personal injury or death arising out of the use of a motor vehicle, including cover for the injury or death of a driver of a motor vehicle which is caused by the fault of that person when driving.
No Claims Bonus, No Claims Discount or No Claims Entitlement means a discount on your premium that we offer you in which the discount increases (up to a maximum level) for each consecutive insurance period during which you do not make:
- a. a claim about something involving your fault; or
- b. a claim that we do not pay.
Pressure Selling means unethical, misleading, or extended sales techniques that place customers under pressure, or that limit their ability to make an informed purchase decision. This includes the use of techniques to coerce a customer into taking out a policy they do not wish to buy.
Retail Insurance means a general insurance product that is provided to, or to be provided to, an individual or for use in connection with a Small Business, and is one of the following types:
- a. a motor vehicle insurance product (Regulation 7.1.11);
- b. a home building insurance product (Regulation 7.1.12);
- c. a home contents insurance product (Regulation 7.1.13);
- d. a sickness and accident insurance product (Regulation 7.1.14);
- e. a Consumer Credit Insurance product (Regulation 7.1.15);
- f. a travel insurance product (Regulation 7.1.16);
- g. a personal and domestic property insurance product (Regulation 7.1.17) as defined in the Corporations Act 2001 and the relevant Regulations.
Retail Insurance Product Information means any one of the product disclosure statement, certificate of insurance, covering letter, covering email or other documents which are provided to you in connection with the issue of a Retail Insurance product.
Service Supplier means an Investigator, Loss Assessor or Loss Adjuster, Collection Agent, or a person, company or entity who is not our employee but is contracted by us to manage your claim on our behalf (including a broker who manages claims for us) and any of their sub-contractors who we have approved and who are also acting on our behalf.
Significant Breach means a breach that is determined to be significant by reference to:
- a. the number and frequency of similar previous breaches;
- b. the impact of the breach, or likely breach, on our ability to provide our services;
- c. the extent to which the breach, or likely breach, indicates that our arrangements to ensure compliance with the Code are inadequate;
- d. the actual, or potential, financial loss caused by the breach; and
- e. the duration of the breach.
Small Business means a business that employs:
- a. less than 100 people, if the business is or includes the manufacture of goods; or
- b. otherwise, less than 20 people.
Third Party Beneficiary means a person, company or entity who is not an Insured but who is seeking to be, is specified to be, or is referred to as, a person to whom the benefit of the insurance cover extends. The relevant product must be covered by this Code. The person, company or entity may be specified by, or referred to by, name or otherwise.
we, us or our means the organisation that has adopted this Code.
Wholesale Insurance means a general insurance product covered by the Code which is not Retail Insurance.
Workers Compensation Insurance means insurance that covers an employer’s liability to pay compensation for an employment-related personal injury.
you or your means an Insured or Third Party Beneficiary, or as otherwise stated in relation to particular paragraphs of this Code.