Australia General Insurance Code of Practice (2020 Code as updated) 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

Q: What does gicop-p8-83-87-timeframes-alternatives-repairers require?

Where a timeframe in Part 8 is not practical because, for example, the claim is complex, the insurer agrees a reasonable alternative timetable with the customer and, failing agreement, gives the complaints process details. The insurer must comply with the Part 8 timeframes unless it complied with an agreed alternative, its conduct and the actual timeframe were reasonable in all the circumstances, or the delay was caused by a late External Expert report despite best endeavours; the Part 8 standards do not apply once the customer has started court, tribunal or other proceedings other than at the Australian Financial Complaints Authority. Where the insurer selected and directly authorised a repairer it accepts responsibility for the quality of the work and materials, handles complaints about the repairer under its complaints process, and where rectification is required and the customer needs a hire car or accommodation beyond the policy entitlement, arranges and pays the reasonable cost.

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

gicop-p8-58-63-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
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-p8-88-90-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

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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