General Insurance Code of Practice in Australia
General Insurance Code of Practice in Australia

General Insurance Code of Practice in Australia

Hello Readers! In this article, we will discuss the General Insurance Code of Practice in Australia. This code plays a vital role in ensuring the best possible service and protection for consumers when dealing with insurance providers.

What is the General Insurance Code of Practice?

The General Insurance Code of Practice is a voluntary, self-regulatory code designed to improve the standards of practice and service in the general insurance industry in Australia. It sets out the minimum standards that insurers agree to follow when providing services to customers, including claim handling, sales, and complaints handling processes.

Why is it important?

The Code is important because it establishes a benchmark for good practice in the general insurance industry. By adhering to the Code, insurers demonstrate their commitment to providing quality services and treating customers fairly, while also promoting trust and confidence in the industry as a whole.

Key principles of the Code

The General Insurance Code of Practice revolves around several key principles, including:

  1. Honesty and transparency
  2. Clear communication
  3. Timely resolution of claims and complaints
  4. Respect for privacy and confidentiality
  5. Commitment to continuous improvement

Who is covered by the Code?

The Code applies to all general insurers in Australia who have voluntarily agreed to abide by its provisions. This includes major insurers, as well as smaller and niche providers. Insurers who subscribe to the Code are required to display the Code logo on their websites and marketing materials.

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What does the Code cover?

The Code covers various aspects of general insurance, including:

1. Sales and service

Insurers must provide clear and accurate information about their products and services, ensure that their advertising is not misleading, and ensure that they only sell insurance products that are suitable for the customer’s needs.

2. Claims handling

claims in a fair, transparent, and timely manner. They must provide customers with clear information about the claims process, keep them informed of the progress, and make decisions based on accurate and complete information.

3. Complaints and disputes

Insurers must have an internal complaints handling process that is easily accessible and follows the principles of fairness and transparency. They must also provide customers with information about their right to escalate a complaint to an external dispute resolution (EDR) scheme if they are not satisfied with the outcome.

4. Financial hardship

Insurers must have policies and procedures in place to identify and support customers experiencing financial hardship, including flexible payment options and assistance in lodging claims.

5. Vulnerable customers

Insurers must take extra care when dealing with vulnerable customers, including those with disabilities, mental health issues, or limited English proficiency. They must ensure that these customers are treated fairly and provided with appropriate support.

How is the Code enforced?

The Code is monitored and enforced by the independent Code Governance Committee (CGC), which is responsible for ensuring that insurers comply with their obligations under the Code. The CGC investigates alleged breaches and can impose sanctions on insurers who are found to be non-compliant.

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How to make a complaint

If you believe that General Insurance Code of Practice, you should first lodge a complaint with the insurer’s internal complaints handling process. If you are not satisfied with the outcome, you can escalate the complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme that is free for consumers to use.

Benefits of the Code for consumers

For consumers, the General Insurance Code of Practice offers several benefits, including:

  1. Increased confidence in the industry
  2. Better customer service and support
  3. Improved transparency and fairness in claims and complaints handling
  4. Access to independent dispute resolution


The General Insurance Code of Practice plays a significant role in ensuring that consumers receive fair and transparent treatment from insurers in Australia. By adhering to the Code, insurers demonstrate their commitment to upholding high standards of service and promoting trust in the industry. As a consumer, it is essential to be aware of the protections provided by the Code and know your rights when dealing with insurance providers.

Thank you for reading!

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