Code of Practice

Life Insurance Code of Practice

ClearView Life Assurance Limited has adopted the Life Insurance Code of Practice (Code), with effect from 1 July 2017.
 
The Code has been designed to raise standards across the life insurance industry. This covers many aspects of your relationship with us, from buying insurance to making a claim. It’s monitored by an independent committee to ensure effective compliance by life insurers. We can be sanctioned if we breach the Code.
 

Key Code promises

  1. We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communication with you.
  2. We will monitor sales by our staff and our authorised representatives to ensure sales are appropriate.
  3. If we discover that an inappropriate sale has occurred, we will take steps to resolve this with you, whether it be through a refund or a replacement policy.
  4. We will provide additional support if you have difficulty with the process of buying insurance or making a claim.
  5. When you make a claim, we will explain the claim process to you and keep you informed about our progress in making a decision on your claim.
  6. We will make a decision on your claim within the timeframes defined in the Code, and if we cannot meet these timeframes you can access our complaints process.
  7. If we deny your claim, we will explain the reasons in writing and let you know the next steps if you disagree with our decision.
  8. We will restrict the use of investigators and surveillance to ensure your legitimate right to privacy.
  9. The independent Code Compliance Committee will monitor our compliance with the Code.
  10. We can be sanctioned if we breach the Code.

ClearView is committed to being fair and transparent in our dealings with you. If you have any concerns, please contact us. For more information regarding the Code, please visit www.fsc.org.au.


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 Financial Services Council (FSC).