General Insurance Code of Practice

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

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. 

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 training solutions include Vulnerability training and recognise current competence through a Fast Track option.

Click to enrol

GICOP Skills Unit Boxes for web_Full Code 86EDU_0120_800 GICOP Skills Unit Boxes for web_Service Suppliers

86EDU_0120_800 GICOP Skills Unit Boxes for web_Vulnerability
GICOP Skills Unit Boxes for web_Investigative Standards

Learning objectives 

85EDU_1119_800 GICOP Pathway diagram

              Quote Marks_Open   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.   Quote Marks_Close

Tim Plant | Chief Executive Officer, General Insurance Australia and New Zealand Zurich

Quote Marks_Open  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.  Quote Marks_Close

John Shipman | General Manager Insurance, JB Hi-Fi Solutions - Insurance


For those companies who have their own Code training and only require training on Vulnerability, please contact ANZIIF [email protected] for options.

For more information contact ANZIIF [email protected] or customer service 03 9613 7200.