The Insurance Council of Australia has begun implementation of its commitments made in the Industry Action Plan and will provide bi-annual progress updates via this webpage
The Insurance Council of Australia has begun implementation of its commitments made in the Industry Action Plan and will provide bi-annual progress updates via this webpage
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In 2024, the general insurance industry was the subject of several parliamentary inquiries and reviews. All of which made recommendations to improve how insurers deal with customers and to ensure industry adaptability and sustainability.
In December 2024 the Insurance Council published an initial response, addressing many recommendations from two key reviews:
This response confirmed immediate industry support for 78 of the 187 recommendations proposed.
The General Insurance Industry Action Plan completes the industry’s response to:
The Action Plan sets a clear direction for change to improve the customer experience and industry accountability.
Industry commitments are grouped under the following themes:
Insurers will lead the implementation of actions related to internal operations and product design.
The following principles underpin the industry's approach:
The Insurance Council has begun implementing its commitments and will publish bi-annual progress updates on this webpage.
Over the next 18 months, the ICA will collaborate with consumer advocates and regulators to ensure that implementation remains effective and aligned with the intent of the original reviews.
View the key milestones the Insurance Council aims to achieve over the next 18 months in the attached performance dashboard.