The Committee recommends that the General Insurance Code of Practice be amended to require that insurers, in the immediate aftermath of a natural disaster, provide policyholders with updated information about:
- what policyholders can expect from making a claim and the claims process,
- realistic time estimates for each step of the claims process, and
- customers’ rights to challenge decisions or raise concerns about the insurers’ conduct.
This guidance should take the form of a comprehensible and standardised diagram or flowchart. Following major flood events, insurers should also build into their systems pathways for policyholders to receive quick responses to commonly asked questions.
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Recommendation 30
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