Our Insurer's promises to you *

When you have QSuper insurance, it’s important that you get the highest standards of service in all your dealings.

That’s why our insurer, QInsure Limited, has joined the Financial Services Council (FSC) of Australia and adopted the Life Insurance Code of Practice. It’s the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect customers.

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 from customers.

The Code is 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. QInsure will be honest, fair, respectful, transparent, timely, and where possible will use plain language in communications.
  2. QInsure will provide additional support if you have difficulty with making a claim.
  3. When you make a claim, the claims process will be explained to you by a claims manager. The claims manager will keep you informed about the progress in making a decision on your claim.
  4. A decision on your claim will be made within the timeframes defined in the Code, and if not, you will be informed of your options regarding making a complaint.
  5. If your claim is denied, the reasons will be explained in writing and you will be informed of what steps you can take if you disagree with the decision.
  6. The use of investigators and surveillance will be restricted to ensure your legitimate right to privacy.
  7. The independent Code Compliance Committee will monitor compliance with the Code.
  8. If Code breaches are not corrected, sanctions can be imposed.

Find out more about the Code and how to raise a Code breach.


* QInsure Limited (ABN 79 607 345 853, AFSL 483057) (‘QInsure’) is ultimately owned by the QSuper Board as trustee for QSuper. The QSuper Board holds a group life policy issued by QInsure, for death cover and total and permanent disability (TPD) cover and income protection cover.