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  • Large General Insurance Company of the Year 2013, 2012, 2011, 2009 L
  • General Insurance Company of the Year 2012, 2010,2007, 2006 G

Disputes and General Insurance Code of Practice

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Disputes and General Insurance Code of Practice

The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry. We keenly support the standards set out in the Code.

You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 13 1000 or alternatively by visiting the Insurance Council of Australia Limited website.

Dispute resolution process – helping you solve any problems


Disputes are not an everyday occurrence in our organisation. We strive to do things the right way and keep our customers happy.

Sometimes though, disputes do occur and when this happens, our objective is to resolve any disagreement as amicably and as quickly as possible. We believe that the best way to achieve this is to provide you with the opportunity for an unbiased review of the issue.

Here is what to do if a dispute arises


Regardless of whether the dispute involves our staff, an agent, a loss adjuster, assessor or investigator, simply contact us and ask to speak to the team leader of the section handling your claim or policy. If you are not satisfied with the outcome, ask to be referred to the Dispute Resolution Representative and provide the details of the issue concerning you. Within the organisation we have established a dispute resolution process through which a senior officer with independent decision making authority will review the matter for you.

This person will write to you within 15 working days advising the outcome of the review and reasons or their decision.

If you are not satisfied with the outcome of this process and your dispute;

  • concerns a claim
    Our reply will include a brochure informing you of your option to contact the insurance industry's external independent complaints scheme as an impartial and authoritative alternative to litigation.
  • does not concern a claim
    Our Dispute Resolution Representative will advise you of other alternatives available in our letter to you.


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Product Disclosure Statement

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For terms, conditions and exclusions of our insurance, please refer to the Product Disclosure Statement (PDS).