A: 90 minutes
Code of Practice
Q: Will I be told what is involved in the investigation process?
A: Yes, before the investigation has started, you will be told relevant information about the process including; who your primary contact is, their details, role and responsibility; when to expect to hear from the Investigator — and what to do if you do not hear from them within that timeframe.
Q: Will my investigation be reviewed after a period of time?
A: Yes, if an investigation has gone on for 4 months, the claim will be independently reviewed by an employee with appropriate authority, knowledge and experience. If it’s determined that the investigation should stop, then your claim will be referred for a decision, within 10 business days.
Q: Will I be told if my claim is being investigated?
A: Yes, if an investigator or employee is appointed to investigate your claim, then within 5 business days, your insurer will tell you that they have been appointed and what their role is.
Q: What is a significant breach of the code?
A: A 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 an insurers ability to provide their services; c. the extent to which the breach, or likely breach, indicates that an insurers 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.
Q: Is the Code independently monitored to ensure insurers compliance with it?
A: Yes, the Code is monitored and enforced by the Code Governance Committee. Anyone can report alleged breaches of the Code to the CGC.
