Code of Practice
Our promise to you
When you deal with us, you can expect us to:
- Be open, fair and honest in everything we do
- Communicate clearly so you can make informed decisions
- Handle your enquiries, claims and complaints with care and respect
- Support you if you’re experiencing financial hardship or vulnerability.
These commitments reflect the standards set out in the General Insurance Code of Practice.
What the Code means for you
The Code sets the benchmark for customer service across the general insurance industry. It outlines what you can expect when you:
- Buy or renew your insurance
- Make a claim
- Ask a question or raise a concern
- Make a complaint.
It also includes standards for claims handling, timeframes for responses, and how insurers should support customers in difficult circumstances.
Ultimately, the Code is the industry’s commitment to treating customers fairly and building trust.
When the Code applies
The Code applies to insurers, like us, who have adopted it. For you, this means:
- Your policy is covered by the Code when you take out or renew your insurance
- Your claim is covered by the Code when you lodge it
- Any complaint you make is handled under the Code’s standards.
This ensures a consistent level of service throughout your entire insurance journey.
The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.
Need help or have a question?
We’re here to help. You can find answers to common questions on our Frequently Asked Questions (FAQs) page. If you need more information about Landlord Insurance or any of Terri Scheer’s covers, speak to one of our expert consultants on 1800 804 016.