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Motor Vehicle Insurance and Repair Industry Code of Conduct

AAI Limited ABN 48 005 297 807 is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct ("the Code").

This code is intended to promote transparent, informed, effective and co-operative relationships between Repairers and Suncorp Insurance based on mutual respect and open communication.

Suncorp Insurance and Repairers agree to observe high standards of honesty, integrity and good faith in conducting their business with each other and in the provision of services to claimants.

Suncorp Insurance provide an efficient, accessible and transparent internal dispute resolution ("IDR") process for issues arising between individual Repairers and Suncorp Insurance.

Suncorp Insurance and Repairers agree they have a responsibility to ensure vehicle repairs are authorised and carried out in a professional manner and to ensure safety, structural integrity, presentation and utility of the vehicle are restored. For more information, please refer to the Motor Vehicle Insurance and Repair Industry Code of Conduct website.

Guidelines

Below are the general processes to follow if you are a Repairer and have a dispute that has been unable to be resolved through discussion with your assessor:

Repair Dispute Resolution: If you have a dispute under Section 10 of the Code for a matter that has arisen prior to the commencement or completion of repair, please notify your Suncorp Insurance Complaint Contact (your Regional Manager). You will need to provide to your Suncorp Insurance Complaint Contact full details of the dispute, supporting evidence of the concern and the redress being sought. A determination will then be reached by your Suncorp Insurance Complaint Contact within two (2) business days.

Dispute Resolution Process:If you have a dispute under Section 11 of the Code in relation to a matter that has arisen under clauses 4 to 9 of the Code or for disputes relating to a contractual arrangement, please notify your Suncorp Insurance Complaint Contact (Regional Manager) that you wish to proceed through the IDR process. Your complaint will be acknowledged in five (5) business days and a determination will be reached within a further ten (10) business days (unless otherwise agreed to by both parties). If you disagree with the outcome of the IDR, you can elevate the dispute to the External Dispute Resolution Process ("EDR") through the Code Administration Committee. For extra information regarding EDR, please refer to the Motor Vehicle Insurance and Repair Industry Code of Conduct website.

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Products and services including banking, home loans and insurance are provided by different entities of the Suncorp Group.  Suncorp Bank (Suncorp-Metway Ltd ABN 66 010 831 722) is only liable for the banking and home loan products or services it provides and not the products and services of other companies in the Suncorp Group.

BANKING
Banking and home loan products are issued by Suncorp-Metway Ltd (“Suncorp Bank”) ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882. Please read the relevant Product Information Document and Terms & Conditions before opening an account. Fees, charges, terms and conditions apply and are available on request. 

Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Information Document, and/or Terms and Conditions before applying for any Suncorp Bank product. Target Market Determinations (“TMDs”) are also available. Copies of historical TMDs for credit card products can be obtained by calling 13 11 55.

INSURANCE
Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.

GENERAL INSURANCE
General Insurance (including Home Building, Home Contents, Landlord, Strata, Car, CTP, Motorcycle, Caravan, Motorhome, Boat Insurance, Business Insurance and Barristers Insurance) is issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance.

SUNCORP HEALTH INSURANCE
Suncorp Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib) a registered private health insurer and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib. Read the policy booklet before buying this insurance.

SUNCORP LIFE INSURANCE
Suncorp Life Insurance products, other than in some circumstances the Redundancy Benefit, are issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL companies are not part of the Suncorp Group. TAL Life uses the Suncorp brand under licence from the Suncorp Group. Redundancy Benefit provided on or before 31st March 2020 was issued by AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI) which is part of the Suncorp Group. New Redundancy Benefit policies and renewals offered from 1st April 2020 are issued by TAL Life. The different entities of TAL and the Suncorp Group of companies are not responsible for, or liable in respect of, products and services provided by the other.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). General advice does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold a Life Product you must read the relevant Product Disclosure Statement. The Target Market Determination (TMD) for the product is also available.

TAL Life is proud to have adopted the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities.

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