Australia Life Insurance Code of Practice (CALI Life Code) 7.10-7.12: Quick closure only where resolved or explained within five business days; written responses where required

What does 7.10-7.12 require?

A complaint may be closed within five business days only if it has been resolved to the customer's satisfaction or an explanation or apology has been given where nothing further can reasonably be done. The abbreviated process is not available, and the full written-response clauses apply, where the complaint concerns hardship, a declined claim, the amount of a claim or a decision by a superannuation trustee, or where the customer asked for a written response; in those cases a written response is given even if the complaint is resolved within five business days.