Our promises to you

When you take out life insurance, it's important that you get the highest standards of service in all your dealings with us and our insurer, Hannover Life Re of Australasia Ltd.

That's why our insurer has adopted the Life Insurance Code of Practice (the Code). It's the life insurance industry's commitment to mandatory customer service standards and it's designed to protect you, our customer.

We, at Insure Me Now, are committed to assist our insurer with their efforts to comply with the Code.

What does the Life Insurance Code of Practice cover?

The Code sets out the life insurance industry's key commitments and obligations to customers on standards of practice, disclosure and principles of conduct for their life insurance services, such as being open, fair and honest. It also sets out timeframes for insurers to respond to claims, complaints and requests for information.

The Code covers many aspects of your relationship with us, from buying insurance to making a claim, to providing options if you experience financial hardship or require additional support. It's monitored by an independent committee, to ensure effective compliance by life insurers. Insurers can be sanctioned if they do not correct breaches of the Code.

Key Code Promises

1. We will be honest, fair, respectful, transparent, timely when we communicate with you, and we will use plain language unless medical or other technical terminology is needed.

2. We will ensure our staff and Authorised Representatives use appropriate sales and retention practices.

3. We will offer extra support if you have trouble with the process of buying insurance or claiming.

4. If we find that a sale was made using unacceptable sales practices, we will fix it, for example by issuing a refund or replacement policy.

5. When you make a claim, we will explain the claim process to you and keep you informed about our progress assessing it.

6. A decision on your claim will be made within the Code timeframes, and if in circumstances beyond our control we cannot meet these timeframes, we will explain why and you will have access to our complaints process .

7. If we decline your claim, we will explain why in writing and let you know what to do if you disagree with our decision.

8. We will restrict the use of investigators and surveillance, to preserve your right to privacy.

9. The independent Code Compliance Committee (LCCC) will monitor our compliance with the Code.

10. We will be accountable for Code requirements, and the Life CCC can sanction us.

Getting a copy

You can get a copy of the Code on the the Council of Australian Life Insurers (CALI) website at https://cali.org.au/life-code/ and also a full list of the insurance companies it covers.

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