Our expectations of you when you make a claim
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You should act honestly when making a claim.
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You should contact us as soon as you can after you are aware of loss or damage giving rise to a claim.
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You should cooperate with us by providing the information we ask for to settle your claim.
A catastrophe or disaster can affect the way we usually do things
21. We may not be able to meet the timeframes set by this code when a catastrophe or disaster occurs because we may receive a large number of claims, and we may be especially reliant on third parties.
22. However, when a catastrophe or disaster occurs, we’ll:
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use our best efforts to meet all of our commitments in this code
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respond as quickly as possible and in a professional, practical, and compassionate manner
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update you at least once every 20 business days, or another time interval we may agree with you, until your claim is resolved
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identify and respond to vulnerable customers based on their individual circumstances3
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take into account that this is a challenging time for you.
You can complain if you’re not satisfied with our products or service
23. We’re committed to high standards of customer service. If you’re not satisfied with any aspect of our service, please tell us and we’ll try to put it right.
24. If we can’t put a customer service issue right for you, you can make a complaint.
25. A complaint is verbal or written advice that you are dissatisfied with our products or services, or the complaints handling process itself, and you expect something to be done about it.
3–This will include reference to the Human Rights Commission’s Best Practice guidelines for the prioritisation of vulnerable customers.