EMLIFE AND THE LIFE INSURANCE CODE OF PRACTICE

EMLife are proud to be the first non-Life insurer voluntary signatory to the Financial Services Council’s (FSC) Life Insurance Code of Practice. EMLife is not an insurer and does not issue insurance products – we manage life insurance claims on behalf of our Life Insurer and Reinsurer clients. We provide our clients with assurance that we take a best practice approach to claims management, placing clients and their customers at the heart of all we do.

It is our commitment to our clients that we partner with their customers to empower them in their recovery and return to best life outcomes. The Code is the Life Insurance industry’s commitment to mandatory customer service standards and is designed to protect consumers.

KEY PRINCIPLES OF THE CODE

Under the Code, the following are the key principles that apply to products and services covered by the Code:

• Clarity and transparency
• Fairness and respect
• Honesty
• Timeliness
• Communications in plain language

OUR KEY PROMISES

Consistent with the principles underlying the Code, in managing claims for our Life Insurer clients at all times we will endeavour to follow these principles -

1. We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with customers.
2. We will provide additional support if customers have difficulty with the process of buying or making a claim.
3. When customers make a claim, if within the scope of our work for our Life Insurer client, we will explain the claim process and keep them informed about progress in making a decision.
4. Where we are involved in making claims decisions, we will make a decision within the timeframes defined in the code, and if we cannot meet these timeframes customers can access a complaints process.
5. If we are involved in making claims decisions and we deny a claim, we will explain the reasons in writing so that we or the Life Insurer can let customers know the next steps if they disagree with our decision.
6. We will restrict the use of investigators and surveillance, to ensure customers’ legitimate right to privacy.
7. The independent Life Code Compliance Committee will monitor our compliance with the Code.
8. If we do not correct Code breaches, sanctions may be imposed.

OBTAINING A COPY

You can read or download a copy of the Code here.

If you have any questions, please do not hesitate to contact us.

EMLife Pty Ltd (ABN 77 613 902 346 AFSL 530877) manages claims on behalf of Life Insurers. Decisions on purchasing an insurance product should only be made after reading the Insurer’s Product Disclosure Statement, and considering the policy terms and whether independent financial advice should be obtained.