The Code Governance Committee (CGC or Committee) has distributed this issues paper to provide information about its thematic inquiry into claims decision-making. Six Code subscribers have been selected to participate in this inquiry. Part of the CGC’s role is to drive better Code compliance, helping the insurance industry improve its service to consumers.

The CGC undertakes inquiries into various themes and areas of risk that are apparent from its monitoring of subscriber compliance with the Code. This includes allegations of Code breaches received from consumers and/or their advocates, from AFCA, and general intelligence gathered from the CGC’s engagement with Code subscribers, consumer advocates and regulators.

The CGC will publish its findings in a report, with insights and learnings for the industry and recommendations for best practice. The CGC hopes to assist Code subscribers to enhance their claims handling practices and maintain better relationships with their customers.