The General Insurance Code of Practice
Go Insurance provides travel insurance for Australian travellers, and we’re always looking for better ways to serve our customers. Go Insurance and Lloyd’s support and comply with the General Insurance Code of Practice — the industry standard that sets out how insurers should treat their customers.
The Code was developed by the Insurance Council of Australia, working with insurers, consumer groups and government. It applies to retail general insurance products, including travel insurance. The current Code took effect on 1 July 2021 and was most recently updated in October 2023.
Open, fair and honest — every time
The Code commits us to communicating with you promptly and in plain language, handling your claim fairly and within clear timeframes, and supporting you if you’re experiencing hardship or vulnerability. It also sets standards for the quality and accuracy of our policy documents, and for how we resolve complaints.
What the Code sets standards for
The Code covers your whole relationship with us — from the moment you consider buying a policy through to how any complaint is resolved.
What this means for you
Our commitments under the Code are built into how we work. Here’s where to find each one.
Financial hardship
Part 10 of the Code sets out how we support customers having difficulty meeting a payment. Our process reflects those obligations.
Customers experiencing vulnerability
The Code requires us to recognise and respond to vulnerability — whether it’s temporary or ongoing — with sensitivity and practical support.
Complaints
The Code sets standards for how complaints are handled, including timeframes and your right to free, independent external review through AFCA.
Who monitors compliance
The Code Governance Committee is an independent body that monitors insurers’ compliance with the Code, investigates alleged breaches and reports publicly on industry performance. If you believe we haven’t met our Code obligations, you can tell us through our complaints process, and the Committee can also be notified.
The full Code of Practice
You can access more information and a full copy of the General Insurance Code of Practice at codeofpractice.com.au.
Frequently asked questions
What Australian travellers most often ask about the General Insurance Code of Practice.
What is the General Insurance Code of Practice?
It’s the industry standard setting out how general insurers must treat their customers — covering plain-language communication, claims handling timeframes, support for financial hardship and vulnerability, and complaints. It was developed by the Insurance Council of Australia with insurers, consumer groups and government.
Does the Code apply to travel insurance?
Yes. The Code applies to retail general insurance products, including travel insurance. Go Insurance and Lloyd’s both support and comply with it.
What does the Code mean for my claim?
It sets standards for how we handle your claim — including acknowledging it, keeping you informed, requesting only the information we need, and deciding within set timeframes. See our claims page for how the process works.
Who checks that insurers follow the Code?
The Code Governance Committee — an independent body that monitors compliance, investigates alleged breaches and reports publicly on how the industry is performing.
What can I do if I think Go Insurance hasn’t met the Code?
Tell us through our complaints process — it’s free. If you’re not satisfied with our response, you can take your complaint to the Australian Financial Complaints Authority (AFCA), and the Code Governance Committee can also be notified of alleged breaches.
Does the Code help if I’m struggling financially?
Yes. Part 10 of the Code covers financial hardship, including support if you’re having difficulty paying an excess or another amount you owe us, plus standards for debt collection. See our financial hardship assistance page.
Where can I read the full Code?
The complete General Insurance Code of Practice is available at codeofpractice.com.au, along with guidance and frequently asked questions.
Questions about our commitments?
If you’d like to know more about how we meet our obligations under the Code, or you need support, get in touch — we’re happy to talk it through.