General Insurance Code of Practice

General Insurance Code of Practice (the Code). 

We promise to act in an open, honest and fair manner in all our dealings with customers when providing service on behalf of insurers. 

We’re committed to helping customers understand their rights, resolving a complaint, or experiencing financial hardship.

General insurers’ compliance with the code is monitored and enforced by an independent body called the Code Governance Committee (CGC). Customers can report suspected breaches to the CGC, which then investigates and, if necessary, agrees with the insurer on corrective measures within set timeframes. 

Any failure to correct a breach can lead to CGC sanctions, which are binding on insurers.

We also support and are a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct, which is intended to promote transparent, informed, effective, and co-operative relationships between repairers and insurance companies based on mutual respect and open communication.