The General Insurance Code of Practice sets the standards of service you can expect from us.
The General Insurance Code of Practice sets the standards of service you can expect from us. We have adopted the Code and we are committed to meeting it.
This document sets out our commitments to you. We review it regularly and update it when our practices or obligations change.
We develop and distribute retail insurance designed to meet the likely needs, objectives, and financial situations of our customers. Our Target Market Determinations (TMDs) explain the type of customer each of our policies is designed for, so you can check that a product is right for you before you buy.
Our responsibility does not end when a product goes on sale. We monitor customer outcomes, complaints, claims experience and customer feedback on an ongoing basis, so our products continue to meet the needs of the customers they were designed for.
Note: You can find our TMDs, Product Disclosure Statements, and Key Fact Sheets on our policy documents page, or ask us to send you a copy.
Our commitment to the Code means that, in your dealings with us, you can expect us to:
Anyone can experience vulnerability, at any time. It may arise from illness, disability, family violence, financial hardship, bereavement, language barriers, natural disasters or other personal circumstances. If you tell us about circumstances that make dealing with us more difficult, we will take extra care and work with you to find reasonable ways to support you. Our Vulnerability and Family Violence Policy, available on our website, explains this support in detail.
If you think we have not met our obligations under the Code, please tell us so we can put it right. You can raise it with us directly through our complaints process. Code obligations are independently monitored by the Code Governance Committee, and you can take an unresolved complaint to the Australian Financial Complaints Authority (AFCA) at no cost to you. Contact us by:
If we cannot resolve your complaint, or you are not satisfied with the outcome, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent external dispute resolution service for consumers, and its decisions are binding on us. You can also report a concern about our compliance with the Code to the Code Governance Committee at https://codeofpractice.com.au.
The General Insurance Code of Practice sets the standard, and we hold ourselves to it. We are committed to being open, fair, and honest in everything we do — from the day you take out a policy to the day you make a claim.