The Australian Consumers Insurance Lobby Inc. (ACIL) has made a formal submission to the General Insurance Code Governance Committee (CGC) as part of its 2025-26 Monitoring Priorities Consultations. Our submission focuses on two critical areas impacting consumers: the need for the CGC to demonstrate more visible and effective enforcement of the General Insurance Code of Practice, and persistent issues surrounding the use of expert reports in claims handling.
ACIL has raised concerns over the CGC's limited public accountability, specifically regarding the lack of transparency in naming insurers who breach the Code. We believe financial penalties alone are insufficient to drive meaningful change, and public naming of sanctioned insurers is essential to restoring consumer trust and ensuring industry accountability.
Our submission also calls for a comprehensive review of expert reports, particularly those that have been the subject of disputes through the Australian Financial Complaints Authority (AFCA). This review aims to assess whether insurers have improved the quality, accuracy, and fairness of their reports following the CGC's Thematic Inquiry into Making Better Claims Decisions.
ACIL expects these issues to gain significant public attention as we continue to advocate for stronger protections and greater transparency in the insurance industry. We remain committed to working with regulators and stakeholders to ensure that consumers receive fair and just treatment in their insurance dealings.
For more details on our submission:
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