General Insurance Code of Practice

The General Insurance Code of Practice is a self-regulatory code developed by the Insurance Council of Australia that member insurers voluntarily commit to follow. The Code, last updated in 2020, establishes standards exceeding legal requirements across multiple areas: clear and transparent communication; fair and timely claims handling with specific timeframes; support for vulnerable customers including those experiencing family violence, financial hardship, or mental health issues; catastrophe response standards; and accessibility for customers with disabilities or language barriers. Key provisions include: acknowledging claims within 10 business days; keeping customers informed throughout the claims process; completing claims assessment within 10 business days of receiving all information for straightforward claims; providing reasons for claim denials in writing; and ensuring contact center staff have appropriate training. The Code also covers broker conduct, product design, renewal practices, and dispute resolution. The Code Governance Committee independently monitors compliance, investigates breaches, and can require remediation, issue public sanctions, or refer serious breaches to regulators. Consumers can cite Code provisions when making complaints, and AFCA considers Code obligations when assessing disputes.