The General Insurance
Code of Practice
View Online Download the PDF


AFCA replaces FOS from November 2018

On 1 November 2018, the role and responsibilities of the Financial Ombudsman Service (FOS) were taken over by the Australian Financial Complaints Authority (AFCA).

AFCA will provide free, fast and binding dispute resolution to consumers and small businesses.

Contact 1800 931 678 or

General Insurance Code of Practice 2014

The General Insurance Code of Practice 2014 came into effect on July 1, 2014, with a 12-month period for insurers to transition to the Code by June 30, 2015.

The Code, which is written in plain English, sets out the standards that general insurers must meet when providing services to their customers, such as being open, fair and honest.

It also sets out timeframes for insurers to respond to claims, complaints and requests for information from customers.

The Code covers many aspects of a customer's relationship with their insurer, from buying insurance to making a claim, to providing options to those experiencing financial hardship, to the process for those who wish to make a complaint.

Prior to Code subscribers transitioning to the 2014 Code, the previous 2012 Code applied to its conduct.

Updated Code Governance Committee's Own-Motion Inquiry on Investigation of Claims and Outsourced Services available for download here.