Our promise to you

To ensure that you receive the highest standard of service when you take out life or funeral insurance, we comply with the Life Insurance Code of Practice (the Code) which was established by the Financial Service Council (FSC). The Code sets out minimum standards in relation to the provision of products and services, as well as minimum standard medical definitions, that customers can expect from insurers covered by the Code. The Guardian Insurance team and the insurer of our life insurance products (Hannover Life Re of Australasia Ltd), comply with the Code in all their dealings with you. You can read or download a copy of the Code from the Financial Services Council website.

The Life Code Compliance Committee (Life CCC) is an independent body that monitors and enforces our compliance with the Life Code.

General Insurance Code of Practice

We proudly comply with the General Insurance Code of Practice. The Code outlines the standards that insurers and their distributors need to deliver. It lets you know what you should expect from your insurance company and distributor. The Guardian Insurance team and the insurer of our pet insurance products (The Hollard Insurance Company Pty Ltd), comply with the Code in all their dealings with you.

The Code aims to:

  • Improve relationships between insurers and their customers
  • Give you confidence in the insurance industry
  • Help you resolve any disputes about your insurance cover more easily

It also guides insurers and distributors on how they should:

  • Provide information and education about products and services
  • Respond to catastrophes and disasters
  • Resolve any disputes that customers may have

The Federal Government, insurance companies, consumer groups and the Insurance Council of Australia all support the General Insurance Code of Practice.

You can obtain a copy of the General Insurance Code of Practice from the Insurance Council of Australia website at insurancecouncil.com.au. If you’d like to contact the Australian Financial Complaints Authority, go to www.afca.org.au.