Australia Life Insurance Code of Practice (CALI Life Code) 5.47-5.52: Decide income claims within two months and lump sum claims within six, notify within fifteen business days of completion

Unless circumstances beyond the insurer's control apply, an income-related claim is decided within two months (lump sum claims: six months) running from the recorded claim receipt date, or from the end of any waiting period where that is later, after obtaining all reasonably needed information and completing enquiries including with reinsurers. Once everything is in, including the claimant's reply to any show cause letter (or procedural fairness letter), the written decision follows within fifteen business days. A decision admits, declines or closes the claim; where a show cause letter (or a procedural fairness letter) has issued the claimant is told the response period, which must be reasonable. Internal sign-offs are part of making the decision.