The following links maybe useful to you:

A Code of Practice sets out agreed standards and responsibilities for companies and organisations, or for whole industries.

Standards may cover areas like values, disclosure information, customer service or complaints. The responsibilities of organisations are often spelled out and the rights of customers, or other stakeholders, are also usually made clear.

A Code of Practice can be voluntary or compulsory, and in some cases may help to comply with the standards specified in legislation like the Trade Practices or Financial Services Reform Acts.

The General Insurance Code of Practice in fact sets even higher standards than those already required under Australian law.
Insurance Ombudsman Service
National Toll Free 1300 78 08 08 (local call fee applies)
The IOS will assist you with enquiries about any general insurance matter.
Insurance Council of Australia
The Insurance Council of Australia represents the interests of the Australian general insurance industry. The Insurance Council has taken a lead role in developing the Code of Practice. Many of the Insurance Councils members are already committed to upholding Code standards.