Skip to content

Insurance Industry’s Use of Expert Assessors Under Scrutiny

General Insurance Code Governance Committee 2 mins read

The General Insurance Code Governance Committee (CGC) wants to hear from people who have had experiences with expert assessors for home insurance claims.  

In looking into the way insurers manage home insurance claims, the CGC will consider the experiences of regular consumers as well as professional representatives in dealing with an expert assessor. 

Chair of the CGC, Veronique Ingram, noted the importance of fostering transparency and improved practices within the insurance industry.  

"We recognise the importance of addressing concerns and improving the overall experience for consumers in their interactions with insurance companies,” Ms Ingram said. 

"By calling out for people’s experiences on this element of the claims process, we hope to gather valuable insights that can help us identify areas of improvement and encourage better practices." 

The call for people’s experiences with expert assessors comes on the back of a report the CGC published in mid 2023 that found many claims initially denied were being overturned on appeal or after a complaint.  

The CGC’s report found that there were often issues with the evaluations and reports of the expert assessor, a key element the claims process.  

“Following up on our inquiry on claims decisions, we want to explore some of the findings related to expert assessors,” Ms Ingram said.  

“Having uncovered some issues, we want to identify where insurers could improve their processes for using expert assessors to help deliver better outcomes for consumers.” 

To gather the experiences of people who have dealt with expert assessors on a home insurance claim, the CGC has a short survey now available to complete.  

The goal of the survey is to understand the challenges, successes, and areas for improvement in the communication, processes, and outcomes when an expert assessor is involved in a claim.  

The CGC encourages anyone who has dealt with an expert assessor on a home insurance claim to contribute to the inquiry into the practice by completing the short survey. 

The survey will remain open until 28 February 2024. 

About us:

The General Insurance Code Governance Committee is an independent body that monitors and enforces compliance with the General Insurers' Code of Practice.

The Code covers many aspects of a consumer’s relationship with their insurer, from buying insurance to making a claim, to providing options to those experiencing financial hardship, to the process for those who wish to make a complaint.

The General Insurance Code Governance Committee

Contact details:

More from this category

  • Crime, Insurance
  • 15/02/2024
  • 05:00


RACV and Neighbourhood Watch are alerting business owners of an increase in burglaries of 39.8 per cent in 2023. According to Crime Statistics Victoria,…

  • Contains:
  • Insurance, Regional Country Services
  • 30/01/2024
  • 09:00
Department of the House of Representatives

Economics Committee probe into insurers’ responses to 2022 flood claims: hearings begin

TheHouse Standing Committee on Economicswill hold its first public hearings over the next four weeks as part of itsinquiry into insurers’ responses to claims resulting from the major floods in 2022. Many thousands of people were affected by the floods all along the east coast – from south-east Queensland down to Tasmania. The trauma is continuing for many people – with delays in being rehoused just one issue. A number of the affected towns were also hit again by floods over the recent Christmas/New Year period, compounding the trauma. The inquiry is considering the experiences of people in dealing with…

  • Insurance, Marketing Advertising
  • 10/01/2024
  • 07:03

BizCover serves an ace with new marketing campaign during the Australian Open

BizCover, a leading online insurance provider for small businesses in Australia, has announced its new business insurance campaign to coincide with the Australian Open. Watch video ad here: For the first time, BizCover has taken full creative control over their creative campaign, from conceptualisation to execution. During the campaign, BizCover has announced that they will be sponsoring players in the 2024 Australian Open. Not Djokovic, Medvedev or Swiatek – that’s not BizCover’s style. BizCover will be supporting the underdogs who will be going against some of the top seeded players in the main arena, aligning with their commitment to…

Media Outreach made fast, easy, simple.

Feature your press release on Medianet's News Hub every time you distribute with Medianet. Pay per release or save with a subscription.