In December 2024, the independent panel reviewing the General Insurance Code of Practice released its Final Report.
The General Insurance Code of Practice sets out the minimum standards of service and conduct that general insurers must meet in their dealings with customers must be independently reviewed every three years.
The independent review of the 2020 General Insurance Code of Practice was conducted by former APRA Deputy Chair, Helen Rowel, consumer expert Gerard Brody and insurance expert Paul Muir.
The Terms of Reference for the panel set out the review’s overarching principle of maintaining and enhancing consumer protections, along with Code modernisation, enhancement of customer experience, accessibility, effectiveness and efficiency, and providing customer value
The Review Panel will consult key stakeholders, including the general insurance industry – the Insurance Council of Australia and its members, ASIC, APRA, the General Insurance Code Governance Committee, Code Monitoring Team, AFCA and consumer representatives.
The review of the 2020 General Insurance Code of Practice was conducted in two phases to align with any recommendations from the Federal Parliamentary Inquiry into insurers’ responses to 2022 floods.
The first phase of the review of the 2020 General Insurance Code of Practice focused on general topics such as support for vulnerable customers and the interaction between the Code and existing laws, and governance.
Submissions can be:
Making a confidential submission
Please note: All submissions the Review Panel receives will be treated as public and published on the Code of Practice Review website unless the author of the submission clearly indicates that the submission contains confidential information and should not be made publicly available. If you would like your submission to remain confidential, please mark your submission as “Confidential” on the front page.
The General Insurance Code of Practice sets out the standards that general insurers must meet when providing services to their customers.
