General Insurance Code of Practice 2021
This learning solution provides an overview of the General Insurance Code of Practice released by the Insurance Council of Australia in 2020 and explains your obligations under the Code. It also outlines the knowledge and skills needed to assist customers experiencing vulnerability, which is a key focus of the Code.
It is suitable for Employees of Code Subscribers, as well as their Distributors and Service Suppliers, including underwriting agencies and brokers with delegated authority.
What you'll learn
- Demonstrate the Code’s objectives and principles
- Describe the insurer’s obligations to the customer when the customer is buying insurance, lodging a claim or making a complaint
- Detail the standards of service for Code subscribers, Distributors and Service Suppliers
- Recognise the triggers to hardship
- Identify and support customers who are experiencing vulnerability
- Refer customers experiencing vulnerability to appropriate specialist support services
- Use a conversation flow structure and the principles of respectful communication to manage your conversations with empathy and confidence.
An optional module for team leaders helps them support staff who have been impacted by difficult situations and/or confronting customer interactions.
- General Insurance Code of Practice
- The long and the short of it
- What the Code means for the customer
- Caring for the customer
- What good service looks like
- The technical stuff
- Understanding Vulnerability and Financial Hardship
- Respectful communication
- (Optional) Leader guide for supporting conversations with staff
Assessment - 2 Tests
The New Code
The Insurance Council of Australia Board (ICA Board) approved a new General Insurance Code of Practice after the most extensive review in the code’s history. The new Code provides a significant improvement to consumer outcomes in their dealings with insurers, their distributors and their service providers.
The Code was formally launched in early 2020, with all Code signatories to be compliant by 1 July, 2021. All Code signatories will also be required to introduce and implement a publicly available policy to support customers affected by family violence by 1 July, 2020.
Click here to view and download the new Code.
Implementation Changes Announced by ICA
On 7 May 2020, The Insurance Council of Australia (ICA) announced changes to the implementation of the new 2020 General Insurance Code of Practice due to the unparalleled impact COVID-19 has had on the industry and its customers.
- From 1 July 2020, or earlier if possible, fast-track support for customers as intended by the provisions in Parts 9 (Supporting customers experiencing vulnerability) and 10 (Financial Hardship) of the Code. The start date for full technical compliance with Parts 9 and 10 remains by no later than 1 January 2021.
- From 1 July 2020, insurers are required to have a family violence policy on their website.
- From 1 July 2021, all remaining Code provisions start. This extends the implementation period by six months.
CGC Annual Report 2019-20
The General Insurance Code Governance Committee (the Committee) has released its annual report for the 2019-20 financial year. The report includes analysis of trends and service standards in the general insurance industry in a year that included significant summer bushfires, flooding and the start of the COVID-19 pandemic. The six recommendations contained in the report aim to assist Code subscribers to comply with their obligations under both the outgoing and incoming Codes.
The ANZIIF Solution
In partnership with the ICA ANZIIF have developed three interactive and engaging learning solutions to ensure you can demonstrate excellence in customer care. All three training solutions include Vulnerability training and recognise current competence through a Fast Track option.
|General Insurance Code of Practice 2021||
Demonstrate an understanding of the obligations and standards set by the Code. Suitable for insurers and their Distributors and Service Suppliers, including underwriting agencies and brokers with delegated authority.
|Click the 'Enrol Now' button on the right|
|Service Suppliers: General Insurance Code of Practice Obligations 2021||Demonstrate an understanding of a Service Supplier obligations nder the Code, e.g. Loss adjusters, Smash repaireers, Travel insurers.||Enrol
|Claims Investigation Standards and the General Insurance Code of Practice 2021||Demonstrate an understanding of the obligations set by the Code in relation to supporting vulnerable customers.||Enrol
"Very impressed with the GICOP training. Really logical progression of the modules, quality content and really like the empathetic and considerate approach taken in the Vulnerable Customer and Financial Hardship sections."
Tim Plant | Chief Executive Officer, General Insurance Australia and New Zealand Zurich
"We at JB HiFi were looking for training material that would allow us to comply with industry requirements in regards to the General Insurance Code of Practice. ANZIIF developed an online module which we found easy to access. My team were able to complete this at their own pace. Feedback suggested the content is easy to understand and presented in a way that is easy to learn. I recommended ANZIIF’s training to a few Insurance Companies."
John Shipman | General Manager Insurance, JB Hi-Fi Solutions - Insurance
For bulk enrolment assistance contact [email protected].
For those companies who have their own Code training and only require training on Vulnerability, contact [email protected] for options.