SureInsure Pty Ltd (AFSL 525177) is committed to conducting its insurance broking business to the highest standards of professionalism, integrity and fairness. This document sets out how we adopt and apply the Insurance Brokers Code of Practice (the Code), developed and administered by the National Insurance Brokers Association of Australia (NIBA), across SureInsure and our network of Authorised Representatives.
The Code sets standards that often go beyond the minimum required by law, and is independently monitored by the Insurance Brokers Code Compliance Committee (IBCCC), with day-to-day code monitoring services provided by the Australian Financial Complaints Authority (AFCA).
Currency note: NIBA reviews the Code at least every three years. The 2022 Code remains in force at the time of writing, and NIBA has opened public consultation (8 July – 7 August 2026) on a revised Code addressing matters such as strata remuneration disclosure, a 28-day pre-renewal contact requirement, and expanded protections for clients experiencing vulnerability. SureInsure will update this document and internal procedures once the revised Code is finalised.
Clients engage SureInsure to help assess and manage risk, arrange and maintain appropriate insurance, and act as their advocate when a claim arises. Adopting the Code publicly commits us to:
3.1 Who is covered. The Code applies to the general insurance and associated services SureInsure and our Authorised Representatives provide to clients — including advice, arranging and maintaining policies, claims assistance, and related services such as premium funding referrals and risk management support. It does not apply to reinsurance services.
3.2 Who is protected. A client for the purposes of the Code is any person or business to whom we provide these covered services. It does not generally extend to insurers, other brokers, or intermediaries, except to the extent we provide covered services to them in connection with their own purchase of insurance.
3.3 How the Code interacts with the law. The Code operates alongside — and does not limit — client rights under the Corporations Act 2001, the Insurance Contracts Act 1984, the ASIC Act 2001, the Competition and Consumer Act 2010, and the Privacy Act 1988. Where the Code sets a higher standard than the law requires, we meet it, provided doing so would not put us in breach of the law.
The following twelve standards, drawn from the Code, describe what clients can expect from SureInsure and our Authorised Representatives.
We carry out every engagement diligently, competently and with integrity, communicating with clients clearly and promptly. Where we provide personal advice, we identify each client's objectives, financial situation and needs, make reasonable enquiries where information appears incomplete, and provide advice appropriate to those circumstances.
We identify, assess and respond appropriately to any conflict between our interests and a client's interests. Depending on the circumstances, this may involve disclosure to the client, reallocating the matter to another representative, or declining to act. Our conflicts arrangements are monitored, and any non-compliance is recorded and addressed.
Before or when we provide insurance services, we tell clients plainly whether we are acting as their agent or as agent for an insurer, and whether a wholesale broker is being used to place their cover.
We tell clients whether personal advice is being provided, whether that advice has been limited in scope, and what that limitation means for them.
Where we act for a client, we assist with lodging and progressing claims in their best interests, pass on insurer responses promptly, and help negotiate where a claim is disputed or declined. Where we act for an insurer rather than the client, we say so upfront.
Premiums and other client money are held in accordance with the Corporations Act 2001 and any relevant trust account obligations, and we will answer any question a client raises about how their money is handled.
Before a client enters into a policy, we disclose any fee payable in addition to or instead of commission, and whether any commission or fee is retained if a policy is cancelled part-way through its term.
Representatives providing covered services receive adequate training, including on this Code and any other applicable code, with training records kept for at least five years and performance monitored so that gaps are identified and addressed.
We recognise that some clients — including those affected by catastrophic events such as fires, floods, cyclones or severe storms — may need additional support, and we respond to catastrophes and disasters in a timely, practical and compassionate way, in step with any industry-wide response.
We maintain an internal dispute resolution process that is free of charge, timely and transparent, acknowledges complaints promptly, considers only relevant information, and corrects errors as soon as they are identified.
We make information about this Code, including how to make a complaint, and about our services generally, readily available to clients.
We do not engage in conduct, or fail to act, in a way that is reasonably likely to bring the insurance broking profession into disrepute.
5.1 Making a complaint to us. If a client is dissatisfied with our service, they can raise it with SureInsure directly. We acknowledge complaints promptly, consider only relevant information, and aim to advise our proposed resolution within 21 days (or such longer period as is agreed, during which we keep the client updated), or within any shorter period required by law.
5.2 If a complaint remains unresolved. Where a complaint is not resolved to the client's satisfaction, it is treated as a dispute and referred to our internal dispute resolution manager, who will investigate and respond in writing with clear reasons for the decision, generally within the same 21-day framework.
5.3 External review. If a client remains dissatisfied after our internal process, they may take the matter to the Australian Financial Complaints Authority (AFCA), which is free of charge to consumers and administers Code compliance monitoring on NIBA's behalf. Details are available at afca.org.au or by phone on 1800 931 678.
5.4 Code Compliance Committee. Alleged breaches of the Code that are not resolved through conciliation may be referred to the independent Insurance Brokers Code Compliance Committee, which can make binding determinations and impose sanctions on Code Members — including requiring rectification, audits, corrective advertising, additional training, or publication of non-compliance. The Committee cannot impose monetary penalties.
SureInsure maintains training and development plans for all Authorised Representatives and staff providing covered services, covering this Code and other applicable obligations. Training records are retained for at least five years and are available to the Code Administrator or Code Compliance Committee on request. Representative performance is monitored, with additional or remedial training provided where gaps are identified.
We recognise that clients may face vulnerability for many reasons, including age, health, financial hardship, language barriers, or the impact of a catastrophe or disaster. Where this is reasonably apparent, our representatives are expected to respond with patience, flexibility and appropriate support — including allowing a client to nominate a support person or authorised representative to assist in their dealings with us.
This document is owned by SureInsure's compliance function and is reviewed at least annually, and whenever NIBA updates the Code, to ensure it continues to reflect current obligations. Questions about this document, or about how SureInsure applies the Code, can be directed to our compliance team.
SureInsure Pty Ltd — AFSL 525177 — ABN 11 642 332 698
For complaints, questions about this Code, or to request a copy of our internal dispute resolution procedure, please contact SureInsure's compliance team through your usual SureInsure representative.
Common questions about the Insurance Brokers Code of Practice and how SureInsure applies it.
The Insurance Brokers Code of Practice (the Code) is developed and administered by the National Insurance Brokers Association of Australia (NIBA). It sets standards that often go beyond the minimum required by law, and is independently monitored by the Insurance Brokers Code Compliance Committee, with day-to-day monitoring services provided by the Australian Financial Complaints Authority (AFCA).
Yes. SureInsure Pty Ltd (AFSL 525177) adopts and applies the Code across SureInsure and our network of Authorised Representatives. It applies to the general insurance and associated services we provide to clients, including advice, arranging and maintaining policies and claims assistance. It does not apply to reinsurance services.
Compliance is independently monitored by the Insurance Brokers Code Compliance Committee, with day-to-day code monitoring services provided by the Australian Financial Complaints Authority (AFCA).
You can raise it with SureInsure directly. We aim to advise our proposed resolution within 21 days. If the matter is not resolved, it is referred to our internal dispute resolution manager. You can then take it to AFCA, which is free of charge to consumers (1800 931 678 or afca.org.au). Alleged breaches that are not resolved through conciliation may be referred to the independent Insurance Brokers Code Compliance Committee.
No. The Code operates alongside, and does not limit, your rights under laws such as the Corporations Act 2001, the Insurance Contracts Act 1984, the ASIC Act 2001, the Competition and Consumer Act 2010 and the Privacy Act 1988.