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Life Insurance Code of Practice

CommInsure supports and welcomes the Life Insurance Code of Practice (the Code), released by the Financial Services Council (FSC).

The Code has been designed to raise the customer service standards in the Australian life insurance industry and protect the rights of policyholders.

CommInsure Executive General Manager, Helen Troup, said the Code shows our commitment to improving life insurance standards for the benefit of all Australians.

“CommInsure is proud to support the Life Insurance Code of Practice, the industry’s first mandatory code. It will ensure that as an industry we are being open, fair and honest to our customers as we continue to help them in protecting their family and lifestyle against the unexpected.”

The Code was voluntarily developed by the life insurance industry, through the FSC, to:

  • promote high standards of service to consumers
  • provide a benchmark of consistency within the industry
  • establish a framework for professional behaviour and responsibilities.

The Code sets out timeframes for insurers to respond to claims, complaints and requests for information from customers and is monitored by an independent committee to ensure effective compliance by life insurers.  Insurers can be sanctioned if they do not correct breaches of the Code.

  1. We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with you.
  2. We will monitor sales by our staff and our authorised representatives to ensure sales are appropriate.
  3. If we discover that an inappropriate sale has occurred, we will discuss a remedy with you, such as a refund or a replacement policy.
  4. We will provide additional support if you have difficulty with the process of buying insurance or making a claim.
  5. When you make a claim, we will explain the claim process to you and keep you informed about our progress in making a decision on your claim.
  6. We will make a decision on your claim within the timeframes defined in the Code, and if we cannot meet these timeframes you can access our complaints process.
  7. If we deny your claim, we will explain the reasons in writing and let you know the next steps if you disagree with our decision.
  8. We will restrict the use of investigators and surveillance, to ensure your legitimate right to privacy.
  9. The independent Code Compliance Committee will monitor our compliance with the Code.
  10. If we do not correct Code breaches, sanctions can be imposed on us.

CommInsure is proud to be a signatory to the Code from 1 July 2017 and is committed to doing the right thing for our customers. The Code is monitored by an independent committee, to ensure effective compliance by life insurers.  Insurers can be sanctioned if they do not correct breaches of the Code.

Read about the Life Insurance Code of Practice or obtain additional information