Australia Life Insurance Code of Practice (CALI Life Code) 5.45-5.46: Claims assessors demonstrate competence and are not paid on claims outcomes

Claims assessors have the skills and training, including on mental health where applicable, to decide objectively, and do not make decisions until they have shown technical competence and an understanding of relevant law, the Code and CALI standards. Their remuneration and any bonus entitlement are consistent with the Code's principles and do not hinge on financial targets tied to how claims are decided.