This article was published on the Insurance Council of Australia’s website and is available to read in full here.
The General Insurance Code of Practice 2014 came into effect on July 1, 2014, with a 12-month period for insurers to transition to the Code by June 30, 2015.
The Code, which is written in plain English, 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 time frames for insurers to respond to claims, complaints and requests for information from customers.
The Code covers many aspects of a customer’s relationship with their insurer, from buying insurance to making a claim, to providing options to those experiencing financial hardship, to the process for those who wish to make a complaint.