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General insurance Code of Practice

The new Code of Practice is effective from 1 July 2021. 

What is the General Insurance Code of Practice?

The General Insurance Code of Practice was introduced in 1994 by the Insurance Council of Australia as a voluntary Code and it has been regularly reviewed and updated.

It sets out the standards that general insurers must meet when providing services to their customers, such as being open, fair and honest. It also sets out timeframes for insurers to respond to claims, complaints and requests for information from customers.

 

The Code is intended to be a positive influence across all aspects of the general insurance industry including product disclosure, claims handling and investigations, relationships with people who are experiencing vulnerability, and reporting obligations.

Key benefits

Plain English and easy to understand

Greater support for those experiencing vulnerability and financial hardship​

Strengthened sanctions

Mandatory processes for claim investigators

Top FAQs

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Q: What does acting in good faith mean?

A: Each party to the insurance contract – the policyholder, the insurer and a third party beneficiary (a person who is entitled to the benefits of the insurance policy) – must act with fairness, decency and fair dealing as well

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Q: What is retail insurance?

A: 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

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Suggestions:
Buying insurance, Financial hardship, Complaints

Governance and monitoring

For more information on the Code Governance Committee (CGC) or to report an alleged breach of the Code, go to: https://insurancecode.org.au/

Anyone can report an alleged breach of the Code to the CGC at https://insurancecode.org.au/

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