Compliance

Ensurance Underwriting is supported by multiple Insurers for differing sections or policies provided by Ensurance and in differing combinations. You should check your policy schedule to confirm who your insurer is and then follow the link provided to view that insurers Privacy Policy and Complaints procedure.

General Insurance Code of Practice

Ensurance Underwriting Pty Ltd act on behalf of Certain Underwriters at Lloyds who have subscribed to the General Insurance Code of Practice (The code). We must comply with The Code whenever we are selling those insurer’s products or handling claims on behalf of those insurers. If we do not comply, you can report us to the insurer or directly to FOS.

Where there is a co-insurance arrangement or differing insurers for different sections of the policy, all of the insurers must have adopted The Code for the policy to be covered by The Code. It is therefore important to note the status of each insurer on your policy schedule.

A list of the insurers who have subscribed to The Code can be found at www.codeofpractice.com.au

When The Code is in force it requires us to:

  • Ensure our dealings with customers are open and transparent. We must not engage in any misleading, deceptive, dishonest or fraudulent act or omission.
  • Provide high standards of service when selling insurance, dealing with claims, responding to catastrophes and disasters and handling complaints. 

The Code covers all general insurance products with the exception of:

  • Workers compensation;
  • Marine insurance;
  • Medical indemnity insurance;
  • Compulsory third party insurance;
  • and Life and health insurance products issued by life or registered health insurers.

The Code is designed to raise service standards for consumers in a number of areas including training of employees and service providers, buying insurance, insurance claims, financial hardship, repair workmanship and materials, responding to catastrophes and disasters, and complaints handling.

The Financial Ombudsman Service (FOS) is responsible for monitoring and reporting on Code compliance and will prepare annual reports on Code compliance. Breaches of the Code can be reported to FOS, which will then:

  • Investigate the breach;
  • Provide the opportunity for the insurer to respond;
  • Determine whether a breach has occurred;
  • Reach agreement with the insurer about what corrective action, by when it will be taken and how it will be monitored.

FOS will investigate whether the corrective measures have been implemented within the agreed time frame and may report any failure to correct the breach to the Code Compliance Committee within 10 business days of the end of that time.

FOS will report to the Code Compliance Committee on:

  • Significant breaches of the Code, including agreed corrective action;
  • The outcomes of agreed FOS Code compliance monitoring reviews; and
  • Any incidents where FOS cannot reach agreement with a breaching party regarding corrective action.

The Code Compliance Committee can impose the following sanctions:

  • A requirement that particular corrective action be taken within a specified time frame;
  • A requirement that a compliance audit be undertaken;
  • Corrective advertising; and/or
  • Publication of the non-compliance.

Code Compliance Committee decisions are binding on Code subscribers.

The Code applies to business written under our Lloyds binder, as well as binder claims adjusted either by the Lloyd’s Coverholder or a claims administrator located in Australia.

Full Details of the code are available on our website or by clicking on this link http://www.codeofpractice.com.au/

Advice

Ensurance Underwriting does not offer advice to retail clients or their brokers. Any person who is not an insurance broker or agent viewing this website should not rely on the information contained herein to make any decision about whether to acquire, dispose of, change or make a decision in respect of a cover or cost for a particular insurance product without seeking advice from a registered insurance broker or agent. Any advice contained in this website is intended for the information of insurance brokers and agents only. As an insurance broker or agent, if you accept any of this advice you must not pass it on to your retail clients and refer to it as advice received from Ensurance Underwriting nor incorporate it into any advice which you provide to your retail clients and refer to it as advice received from Ensurance Underwriting.

Complaints

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Privacy Policy

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Conditions of Use for Ensurance Underwriting Quote and Bind Systems

Please click here to review our Conditions of Use for Ensurance Underwriting Quote and Bind Systems PDF.

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