What does gicop-p8-58-63-claim-start-information require?

A customer may ask whether a particular loss is covered before claiming; the insurer will not discourage a claim and will say that a claim will be fully assessed. On a claim the insurer tells the customer about the claims process, any excess, any waiting or no-cover periods, and how to contact the insurer about the claim. An uninsured person wishing to claim against the insurer's customer is told about the claims process and what is needed to start a claim, and once a motor claim is accepted, about next steps, the complaints process and who to contact. Where a home building claim needs a scope of works the insurer explains what a scope of works is for and how the process runs. Mistakes in handling the claim identified by the insurer or raised by the customer are corrected immediately, and the customer may complain about any aspect of claim handling.

Australia General Insurance Code of Practice (2020 Code as updated) gicop-p8-58-63-claim-start-information: Answer pre-claim coverage questions without discouraging a claim, explain the claims process, excesses, waiting periods and contact points, inform uninsured third parties, explain scopes of works, and correct claim-handling mistakes immediately

Other controls in Part 8: making a claim (timeframes, experts, decisions, denials, catastrophes) – Australia General Insurance Code of Practice (2020 Code as updated)

gicop-p8-64-66-urgent-financial-need Fast-track assessment and decision, or advance a payment within five business days, where the event causing the claim left the customer in urgent financial need
gicop-p8-67-71-assessment-timeframes-updates Ask only for relevant information and say why, within ten business days of the claim state the information needed, appoint any assessor and give the likely timeframe, update progress every twenty business days and answer routine enquiries within ten
gicop-p8-72-75-experts-assessors-investigators Tell the customer within five business days when an assessor, adjuster or investigator is appointed and what their role is, run investigations under Part 15, require external experts to report within twelve weeks, and engage only experts with appropriate expertise who comply with their professional rules
gicop-p8-76-78-decision-timeframes Decide the claim within ten business days of having all information and completed enquiries, within four months of receipt overall, or within twelve months where an extraordinary catastrophe, fraud, non-response, communication difficulty or a customer-requested delay applies, telling the customer about complaints if the time is missed
gicop-p8-79-82-cash-settlements-total-loss-denials-information Explain cash settlements under home building policies, treat total losses sensitively without demanding proof of ownership where it was lost in the event, give written reasons and rights on a denial or partial payment, and supply the information and expert reports relied on within ten business days of request
gicop-p8-83-87-timeframes-alternatives-repairers Agree alternative timetables where the Code's timeframes are impractical, comply with the timeframes otherwise, stand behind the quality of directly authorised repairers' work and materials, and cover rectification-related hire car or accommodation
gicop-p8-88-90-catastrophes Respond to catastrophes efficiently, professionally, practically and compassionately, cooperate with the Insurance Council of Australia's catastrophe coordination, and allow a review of property claims finalised within one month of a catastrophe for twelve months

Query this from an agent

The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.

MCP endpoint All Australia General Insurance Code of Practice (2020 Code as updated) controls