Life Insurance Code of Practice

MLC Life Insurance supports and subscribes to the Life Insurance Code of Practice (Code).

The Code is designed to protect customers. It outlines our industry’s commitment to deliver service standards and practices that address your needs and expectations.

The Code is designed to make sure that we:

  • deliver a high standard of customer service throughout your relationship with us,
  • continuously improve the services we offer you,
  • communicate with you in plain language unless medical or other technical terminology is needed, and
  • operate in a way that increases trust and confidence in the life insurance industry.

The 10 key Code promises MLC Life Insurance make

  1. We will be honest, fair, respectful, transparent, and timely when we communicate with you, and we will use plain language unless medical or other technical terminology is needed.
  2. We will ensure our staff and Authorised Representatives use appropriate sales and retention practices.
  3. We will offer extra support if you have trouble with the process of buying insurance or claiming.
  4. If we find that a sale was made using unacceptable sales practices, we will fix it, for example by issuing a refund or replacement policy.
  5. When you make a claim, we will explain the process and keep you informed about our progress assessing it.
  6. We will decide on your claim within the Code’s timeframes. But if we cannot, we will explain why and tell you how to make a Complaint.
  7. If we decline your claim, we will explain why in writing and let you know what to do if you disagree.
  8. We will restrict the use of investigators and surveillance to preserve your right to privacy.
  9. The independent Life Code Compliance Committee (Life CCC) will monitor our compliance with the Code.
  10. We will be accountable for Code requirements, and the Life CCC can sanction us.

You can learn more about the Life Insurance Code of Practice, here.