Australia General Insurance Code of Practice (2020 Code as updated)

The Insurance Council of Australia's General Insurance Code of Practice (2020 Code as updated): the subscriber's commitment to honest, efficient, fair, transparent and timely dealing, conduct and training standards for employees, distributors and service suppliers, plain language, target market and no-pressure selling, renewal reminders and premium comparisons, refunds and instalment cancellation notices, the claims process with its ten-business-day, twenty-business-day, four-month and twelve-month timeframes, fast-tracking for urgent financial need, expert and investigator appointments, written denial reasons and access to information, catastrophe response and review rights, support for customers experiencing vulnerability including family violence, interpreters and mental health, financial hardship with recovery on hold and twenty-one-day decisions, complaints handling within forty-five days with AFCA, Code Governance Committee monitoring, sanctions and significant breach reporting, and the claims investigation, interview and surveillance standards. It comprises 29 controls organised across 7 domains, and applies in Australia.