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The General Insurance Code of Practice (the Code) is a voluntary industry code designed to protect the rights of general insurance policyholders and to help promote better relations between insurers and their customers. Code subscribers are to act in an open, honest and fair manner in all of their dealings with customers.
The Code, introduced by the Insurance Council of Australia, sets out the standards that general insurers must meet when providing services to their customers. The Code covers key aspects of the general insurance process, including product disclosure, claims handling and investigations, dealing with customers experiencing vulnerability, and reporting obligations. It also sets out timeframes for general insurers to respond to claims, complaints and requests for information from customers.
The Code Governance Committee (the CGC) is an independent body that monitors and enforces general insurers’ compliance with the Code.
We will cooperate with the CGC in its review of our compliance with the Code and its investigations of any potential breaches of the Code to ensure that we uphold our commitment to delivering high standards of service to our customers.