Regulation
Check subscription and scope first
The General Insurance Code of Practice is a voluntary industry code for subscribing insurers. It addresses matters such as claims, complaints, vulnerability and hardship within its scope. Confirm the insurer's subscription and the relevant policy category before relying on a particular Code provision.
Use the current Code
Read the current Code and identify the provision relevant to your concern. Record what happened, the dates and any correspondence. A specific missed commitment or unexplained delay is easier to investigate than a broad statement that the service was poor.
Choose the right complaint route
- Ask the insurer to address the concern through its internal complaint process.
- For an individual insurance dispute, check AFCA's eligibility and process.
- Use the Code governance reporting route for concerns about a subscriber's compliance.
- Keep the coverage dispute and service complaint clearly identified.
The Code is not a replacement insurance contract and should not be treated as a promise to cover an excluded event. Statutory rights and the policy wording require separate consideration.