Your rights under the Code

When you buy insurance

• When your insurer offers to renew a home building, home contents, home building and contents or motor vehicle policy bought directly from the insurer, the renewal notice must give you a comparison between this year and last year’s premium and explain how it is calculated. (Paragraph 50, 2020 Code)
• Your policy may give you the right to cancel and receive a refund. If you are entitled to a refund, you should receive it within 15 days. (Paragraph 55, 2020 Code)

When you make a claim

• If your insurer offers a cash settlement under your home building policy, it must provide you with information to help you understand how they work and how decisions are made on cash settlements. (Paragraph 79, 2020 Code)
• If your insurer has accepted your claim for a total loss under your home building and contents policy and you are unable to provide proof of ownership for property because it was lost or damaged in the insured event (and your ownership is clear) the insurer will not require you to provide proof of ownership or a list of insured property that was lost or damaged. (Paragraph 80, 2020 Code)
• Insurers must tell you about the progress of your claim at least every 20 business days. (Paragraph 70, 2020 Code)
• When an insurer denies your claim or does not pay your claim in full, it must explain why in writing, offer you copies of the information it used to make the decision, and tell you how you can make a complaint. (Paragraph 81, 2020 Code)
• If an insurer appoints an Investigator or Employee to investigate your claim, it must tell you within five business days that it has appointed them and what their role is. The investigation process must comply with the Claims Investigation Standards in Part 15 of the 2020 Code. (Paragraph 73, 2020 Code)

After a catastrophe

• If you make a property claim that is finalised quickly after a catastrophe (within a month), you may realise later that your losses were higher than originally assessed. If this happens, you have an extended time – up to a year – to ask your insurer to review the claim, even if you have already signed a release. (Paragraph 90, 2020 Code)

When you experience vulnerability

• If you tell an insurer or the insurer identifies that due to a vulnerability, you need additional support or assistance, it will work with you to find a suitable, sensitive and compassionate way to proceed with your matter. (Paragraph 97, 2020 Code)
• Insurers must treat people with any past or current mental health condition fairly. (Paragraph 104, 2020 Code)
• An insurer must have a publicly available policy about how it will support you if you are affected by family violence published on its website. (Paragraph 95, 2020 Code)

When you owe money to an insurer

• If you tell an insurer, or the insurer identifies, that you are experiencing financial hardship, it must provide you with details about how to apply for support and details for the National Debt Helpline. (Paragraph 111, 2020 Code)
• When you apply for financial hardship support, the insurer must provide its decision to you in writing within 21 days, unless it has asked you to provide more information. (Paragraph 121, 2020 Code)
• If an insurer decides you are entitled to financial hardship support, it must work with you to implement an arrangement, such as delaying the date on which payment must be made, paying in instalments, or paying a reduced lump sum amount. (Paragraph 123, 2020 Code)
• If an insurer decides you are not entitled to financial hardship support, it must tell you the reasons for its decision and about its Complaints process. (Paragraph 129, 2020 Code)

When you have a complaint

• You may complain to your insurer about any aspect of your relationship with them. (Paragraph 139, 2020 Code)
• Insurers must respond to complaints in writing, explaining the reasons for their decision, and informing you of your right to take your complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with the decision. (Paragraphs 148 and 149, 2020 Code)
• An insurer must give you a final response to your complaint within 30 days. If it cannot make its decision within this timeframe, then before this deadline passes the insurer must tell you, in writing, the reasons for the delay. (Paragraph 147, 2020 Code)