GENERAL INSURANCE CODE OF PRACTICE

It is the general insurance industry's promise to be open, fair and honest in the way it deals with customers.

Genworth Financial Mortgage Insurance Pty Ltd (ABN 60 106 974 305) is committed to following the Code.

The Code is designed to raise customer service standards in the insurance industry and to protect the rights of policyholders. The Code specifically addresses the following areas:

• Buying Insurance

• Claims Handling

• Financial Hardship

• Information and Education

• Complaints and Disputes

• Monitoring and Enforcement of the Code

Where there is any conflict or inconsistency between the Code and any Commonwealth, State or Territory law, that law prevails.

If you would like more information on the General Insurance Code of Practice, you can visit the Code website www.codeofpractice.com.au, or you can download a copy of the Code below.

General Insurance Code of Practice

MAKING A COMPLAINT

If you have experienced a problem, or if you have any concerns about a Genworth product or service, we would like to hear from you.

You can tell us about your concerns either by telephone, e-mail, fax or letter. 

To help us assist you with your concerns, we ask that you: 

• Provide all the supporting documents relevant to the complaint;
• State the questions you would like us to answer; and
• Tell us what you think would be a reasonable response to your complaint.

Once we receive your complaint, we will assign the complaint to the relevant Complaint Resolution Contact Point, who will: 

• Acknowledge receipt of your complaint within 24 hours;
• Gather relevant information and investigate your complaint;
• Consider the most effective course of resolution;
• Communicate and discuss our findings with you within 15 business days of receipt, and agree to a plan of action; and
• If a resolution cannot be reached, refer you an External Dispute Resolution (EDR) scheme.

Contact Us 

Dispute Resolution

We expect that we will completely resolve the issues you raise.  If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact the relevant EDR, Credit Ombudsman Service Limited (COSL).