The General Insurance
Code of Practice 2014
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For service suppliers

A “Service Supplier” means an Investigator, Loss Assessor or Loss Adjuster, Collection Agent, Claims Management Service (including a broker who manages claims on behalf of an insurer) or an approved sub-contractor acting on behalf of an insurer.

The Code requires that insurers’ arrangements with Service Suppliers must reflect the standards of the Code. The following is some general information that may assist Service Suppliers to understand the general Code requirements they must meet.  

If you are a Service Supplier, you should refer to your agreement with the insurer for further detail about the standards you are expected to meet.

Standards for all services
  • You must provide services on behalf of an insurer in an honest, efficient, fair, transparent and timely manner.
  • You and your employees must be qualified by education, training or experience to provide the required services competently and to deal with customers professionally, including holding membership with any relevant professional body, and a current licence if required by law.
  • You must obtain the insurer’s approval before subcontracting your services.
  • When providing a service to an insurer’s customer, you must inform the customer of the service you have been authorised to provide, and the identity of the insurer.
  • You must notify the insurer as soon as possible about any Complaint by a customer, so that the insurer can deal with it under its Complaints process.
Claims investigation, management and assessment
  • You must conduct claims handling in an honest, fair, transparent and timely manner.
  • You must only ask for and rely on information relevant to the decision when deciding on a customer’s claim.
  • If a customer asks if their insurance policy covers a particular loss before a claim is lodged, you must not discourage them from lodging a claim, and must inform them that the question of coverage will be fully assessed if a claim is lodged.
  • A claim must be assessed on the basis of all relevant facts, the terms of the customer’s insurance policy, and the law.
Collection of monies owed
  • If you are authorised by an insurer to send any communication to a customer about monies owed, that communication must identify the insurer on whose behalf you are acting, and it must specify the nature of the claim.
  • You must notify the insurer, or tell the customer to notify the insurer, if the customer informs you that they are experiencing Financial Hardship, and you must provide them with details of the insurer’s Financial Hardship process.
  • If a customer makes a request for Financial Hardship assistance, any recovery action in relation to that amount will be put on hold until the request is assessed and the customer notified of the insurer’s decision.
  • You must comply with the ACCC & ASIC Debt Collection Guideline when taking any recovery action.