The General Insurance
Code of Practice 2014
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General Insurance Code of Practice 2014

The General Insurance Code of Practice 2014 came into effect on July 1, 2014 and remains in place until December 31, 2020. Code subscribers will have completed their transition to the 2020 Code (see below) by that date. All information on this website refers to the 2014 code unless otherwise noted.

The 2014 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.

General Insurance Code of Practice 2020

Insurers will implement this new General Insurance Code of Practice by January 1, 2021. The important family violence policy provisions included in this Code take effect earlier, on July 1, 2020.

Download the 2020 Code (PDF)
Download the 2020 Code media release Download the key features of the 2020 Code

Additional PDF guides for Code subscribers: