Australia Life Insurance Code of Practice (CALI Life Code)
Section 3: communicating with customers – Australia Life Insurance Code of Practice (CALI Life Code)

Australia Life Insurance Code of Practice (CALI Life Code) 3.13-3.14: Tell customers when a Code deadline is missed for third-party reasons and when information is withheld

If the insurer cannot meet a Code deadline for providing information because a third party has not released it, telling the customer within three business days after the deadline avoids a breach. A decision to withhold requested information must be reasonable, and the customer receives a list of what is withheld, the reasoning (for example a privacy ground) and the complaints process. Health information may be routed to the customer's doctor where that is the better channel.

Maintained by Gerard Blokdyk

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