About the Code
The Life Insurance Code of Practice (the Code) was introduced on 1 July 2017 to improve service standards across the life insurance industry. It is a set of promises about how insurers who subscribe to the Code will act when providing life insurance policies to consumers. These promises form the basis for the Code’s specific obligations.
The Code is owned and published by the Council of Australian Life Insurers (CALI). It covers the way insurers communicate with consumers, and standards of practice that must be upheld. It sets out a framework for principles of conduct that require insurers to be open, fair, and honest in their dealings with consumers. The Code also provides timeframes for insurers to respond to claims, complaints, and requests for information.
The Code objective
The objective of the Code is to ensure high customer service standards are maintained for the benefit of consumers, and to increase trust and confidence in the life insurance industry.
The general principles
The specific obligations of the Code cover many aspects of a consumer’s relationship with an insurer, including:
- Policy design and disclosure
- Sales and advertising
- Buying insurance
- Policy changes and cancellations
- Customers requiring additional support
- Complaints and disputes
- Third party underwriting and claims
- Information and education
- Access to information
The Life Code Compliance Committee (Life CCC)
The Life CCC is an independent committee that monitors adherence to the Code while also providing education and support to subscribers. The Committee works proactively with subscribers to guide compliance improvements. The Life CCC has the authority to sanction insurers if they do not take corrective action after breaches.
You can read a full copy of the Life Insurance Code of Practice here.
Subscribers to the Code
Find out if your insurer subscribes to the Code here.