General Insurance Code of Practice

We have adopted the General Insurance Code of Practice, which is aimed at improving standards within the insurance industry.  The Insurance Council of Australia, insurance companies, consumer groups and the Federal Government jointly developed the Code.  The Code deals with your right as a consumer to receive communications from us promptly and in plain language.

In addition the Code aims to improve claims handling and dispute resolution; the quality, comprehension and accuracy of Policy documents and other information provided to consumers.

You can access a full copy of the General Insurance Code of Practice 2007 here.

What to do should you have any concerns

We are continually looking for new ways to serve you better.  We are happy to assist you with any information you require or hear from you about any concerns you may have.

Should you have any concerns:

• We encourage you to discuss the matter with the employee who handled your application or claim.
• If our employee is not able to resolve your concerns, you can contact the Claims Manager - Operations (in the case of a claim) or the Manager - Product Services (in the case of a concern with your application or existing policy). This review will be conducted within 15 working days.
• If your concerns have not been resolved to your satisfaction, we encourage you to request that the matter be referred to our Internal Disputes Resolution Process where a Senior Manager with delegated authority will review the original decision. This process will normally be completed, and a final decision made, within 15 working days and will involve no cost to you.
  All correspondence should be addressed to:
  Manager - Dispute Resolution
  HBF
  GPO Box C101
  PERTH WA 6809
  or by facsimile on (08) 9265 8895
• We would like to advise you that the Insurance Ombudsman Service is available to resolve disputes relating to claims and non-claim matters, where you remain dissatisfied.  This organisation provides a free service to all policyholders and will be able to resolve most complaints regarding your dispute through the Review Panel of the Insurance Ombudsman Service. They can be contacted toll free on 1300 780 808. Alternatively you may wish to seek your own advice on this matter.