FOREWORD 1. INTRODUCTION 2. OBJECTIVES 3. APPLICATION 4. BUYING INSURANCE 5. STANDARDS FOR OUR EMPLOYEES AND AUTHORISED REPRESENTATIVES 6. STANDARDS FOR OUR SERVICE SUPPLIERS 7. CLAIMS 8. FINANCIAL HARDSHIP 9. CATASTROPHES 10. COMPLAINTS AND DISPUTES 11. INFORMATION AND EDUCATION 12. CODE GOVERNANCE 13. MONITORING, ENFORCEMENT AND SANCTIONS 14. ACCESS TO INFORMATION 15. DEFINITIONS