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General Insurance Code of Practice

The General Insurance Code of Practice has been designed to raise the customer service standards in the Australian insurance industry and protects the rights of policyholders. Developed in concert with consumers, business and the insurance industry, the Code is the General Insurance industry’s promise to be open fair and honest in the way it deals with all its customers.

Whether you’re taking out insurance, making a claim or have a complaint, the Code of Practice lets you know the standards of customer service you can expect from the insurance industry.

The General Insurance Code of Practice specifically addresses the following areas:

  • Buying Insurance
  • Service and claims standards
  • Financial hardship
  • Responding to catastrophes
  • Complaints handling
  • Access to information

CommInsure is proud to be a signatory to the Code.

To read the General Insurance Code of Practice or obtain additional information, visit

Complaint and dispute resolution processes – General Insurance

At CommInsure, we put our customers at the centre of everything we do.  Our team is ready to listen and help you with any problem or complaint you might need resolved.  Our Complaints process provides information on how to contact us.

If you believe we have failed in our commitment to protect your privacy

The protection of your personal information is something we take very seriously.

We protect your personal information in accordance with the National Privacy Principles and relevant industry privacy codes.

The Commonwealth Bank Group's (‘the Group’) Privacy Policy Statement provides information including what to do if you have questions, would like make a privacy complaint or would like further information on our privacy and information handling practices privacy.

What if I have a complaint which does not relate to General Insurance?

If you have a complaint, we want to know. So please tell us and we promise to do something about it - and get back to you. To register a complaint, or get more information, visit the Commonwealth Bank Group’s Complaints and Compliments page