The first paid communications campaign on the General Insurance Code of Practice.
The Insurance Council of Australia (ICA) has rolled out a communications campaign informing consumers of their rights under the new and strengthened General Insurance Code of Practice.
Agency Visibility developed and produced the campaign - the ICA’s first paid communications campaign on the Code, demonstrating the insurance sector’s commitment to openness and fair dealings with customers.
It will run primarily on key social channels, as well as on Sky News. The three campaign ads are featured on the ICA’s website.
The new Code commenced on 1 July 2021, but was updated earlier in October to align with ASIC’s Regulatory Guide on internal dispute resolution.
Insurance Council of Australia CEO Andrew Hall says the campaign highlights critical information for customers:
“The new Code contains many new and updated commitments which put customers at the centre of dealings with insurers. Insurers are committed to providing customers with information about their rights under the new Code, which is why for the first time we are undertaking a campaign of this scope.”
The Code has a range of new customer-centric provisions including:
- Sanctions for significant Code breaches of up to $100,000 in the form of Community Benefit Payments
- Independent enforcement through the Code Governance Committee
- Cost comparisons between new and previous policies on renewal notices
- Responsibility for quality of repair work undertaken on behalf of insurers
- Streamlined complaints process
- Mandatory standards for claims investigators
- Clear timeframes to respond to claims, complaints and information requests
The Code changes were developed by ICA members following consultation with key stakeholders including AFCA.
