If you think an insurer has not lived up to the standards in the Code, you can report your concern to the Committee. If we find that an insurer has breached the Code, we will work with it to find and address the cause of the breach.

Making a complaint

We investigate potential Code breaches to improve insurers’ practices for the future – not to get a specific outcome in your individual case. If you want your individual problem to be addressed – for example, if you want compensation, an apology, or for the problem to be fixed – you should instead contact your insurer to make a complaint.

If you’re not happy with your insurer’s response to your complaint, you can take the complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free, fair, independent service that helps resolve disputes between consumers and insurers.

Reporting a Code breach to the Committee

If you would like to help the Committee drive higher standards in the insurance industry, you can report your concern that an insurer has or may have breached the Code to the Committee.

What happens next

Once you report your concern to the Committee, you will receive an email confirming we have received your message. We will:

    1. Assess the issue — We will check whether your issue is something we have the power to investigate.
    2. Consider the evidence — If we decide to investigate, we will ask the insurer for its response and consider the evidence.
    3. Make a decision — We will make a decision about whether the insurer has breached the Code. You and the insurer will be informed about the outcome.
    4. Make improvements — If a breach has occurred, we will work with the insurer to agree to changes they will make to prevent the same issue occurring again in future.

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