Codes of Practice

Team members discussing around table in office

Life Insurance Code of Practice

ClearView Life Assurance Limited has proudly adopted the Life Insurance Code of Practice (Code).

The Code is the industry’s commitment to customers to provide consistent service standards through every step of the customer journey.

Key Code promises

  1. We will be honest, fair, respectful, transparent, and timely when we communicate with you, and we will use plain language unless medical or other technical terminology is needed.
  2. We will ensure our staff use appropriate sales and retention practices.
  3. We will offer extra support if you have trouble with the process of buying insurance or claiming.
  4. If we find that a sale was made using unacceptable sales practices, we will fix it, for example by issuing a refund or replacement policy.
  5. When you make a claim, we will explain the process and keep you informed about our progress assessing it.
  6. We will decide on your claim within the Code’s timeframes. But if we cannot, we will explain why and tell you how to make a Complaint.
  7. If we decline your claim, we will explain why in writing and let you know what to do if you disagree.
  8. We will restrict the use of investigators and Surveillance to preserve your right to privacy.
  9. The independent Life Code Compliance Committee (Life CCC) will monitor our compliance with the Code.
  10. We will be accountable for Code requirements, and the Life CCC can sanction us if we breach the Code.

ClearView is committed to complying with the Code and being fair and transparent in our dealings with you. If you have any concerns, please contact us.

For more information regarding the Code or to view it, please visit www.cali.org.au.

Life insurance code of practice

Insurance in Superannuation Voluntary Code of Practice

ClearView ClearChoice Super is issued by HTFS Nominees Pty Limited (Trustee) and administered by ClearView Life.

ClearView has previously communicated the Trustee’s transition plan for the Insurance in Superannuation Voluntary Code of Practice (the Code). The Code had been scheduled to come into effect on 1 January 2022.

Since the development of the Code, the majority of the requirements have been overtaken by legislative and regulatory reforms. In addition, many of the elements of the Code have already been implemented by ClearView to improve member experience.

On the 30th of June 2021, the Code Owners* announced that the Code will no longer be required to be implemented in its current form. It will instead be replaced by two guidance documents focusing on claims handling and vulnerable consumers. These documents have been jointly developed by the Code Owners and ClearView will consider this guidance in our interactions with members.

The Trustee is committed to continuing the principles of the Code and will continue to implement many of the requirements to improve its members’ experience.

* The Code Owners are the Association of Superannuation Funds of Australia (ASFA), the Australian Institute of Superannuation Trustees (AIST) and the Council of Australian Life Insurers (CALI).