About Us

Hallmark Insurance (a member of the St Andrew’s Insurance Group), is a trusted insurance company protecting consumers in both Australia and New Zealand.

Unique among its peers, Hallmark Insurance holds both general and life insurance licenses. This has enabled Hallmark Insurance to protect customers with a comprehensive suite of products, seamlessly integrating involuntary unemployment, accident and sickness cover, along with essential life insurance.

Hallmark Insurance is well capitalised, adhering to rigorous standards set by the Australian Prudential Regulation Authority (APRA) in Australia, and the Financial Markets Authority (FMA) in New Zealand. With its headquarters in Perth, Hallmark Insurance also operates through offices in Melbourne and Sydney.

As an important part of the St Andrew’s Insurance Group, Hallmark Insurance values its status as a locally owned and independent insurance company. Governance is provided by a Board of Directors whose extensive experience underscores Hallmark Insurance’s commitment to excellence and empathy in serving Australian and New Zealand consumers.

Industry Code of Practice

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Hallmark Life Insurance Company Ltd
(ABN 87 008 446 884 AFSL 243469) is a subscriber to the Life insurance Code of Practice.

Click below to access a copy of the Code.

Our compliance with the Life Insurance Code of Practice is monitored and enforced by an independent body called the Life Code Compliance Committee (Life CCC), and you can find more information at
www.lifeccc.org.au

Life Insurance Code of Practice

What is the Life Insurance Code of Practice?

The Life Insurance Code of Practice is the life insurance industry's key commitment to mandatory customer service standards.

It has been voluntarily developed by the life insurance industry through the Council of Australian Life Insurers (CALI) to:

  1. Promote high standards of service to customers
  2. Provide a benchmark of consistency within the industry
  3. Establish a framework for professional behaviour and responsibilities

Designed to protect you, the consumer.

Some of the key areas covered by the Life Insurance Code of Practice include:

  • Product design and disclosure
  • Sales practices and advertising
  • When you buy insurance
  • Policy changes and cancellation rights
  • Consumers requiring additional support
  • When you make a claim
  • Complaints and disputes

This includes timeframes for insurers to respond to claims, complaints and requests for information, as well as information or assistance that insurers need to provide to consumers.

The Life Insurance Code of Practice operates alongside, and is subject to existing laws and regulations, and in no way limits your rights under such laws and regulations. The code is not intended to create legal or other rights between us and any person or entity other than CALI.

If you think we may have breached the Life Insurance Code of Practice and want to report it to the Life CCC, you can do so here.

Why have we adopted the Life Insurance Code of Practice?

When you take out life insurance, it's important that you get the highest standards of service in all your dealings with us. That’s why we have adopted the Life Insurance Code of Practice. It's the life insurance industry’s commitment to mandatory customer service standards and it's designed to protect you, our customer.

Life Insurance Code of Practice Promises

The Life Insurance Code of Practice commits to the following key promises.
  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 offer extra support if you have trouble with the process of making a claim.
  3. 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.
  4. When you make a claim, we will explain the process and keep you informed about our progress assessing it.
  5. We will decide on your claim within the Life Code’s timeframes, but if we cannot, we will explain why and tell you how to make a Complaint.
  6. If we decline your claim, we will explain why in writing and let you know what to do if you disagree.
  7. We will restrict the use of investigators and surveillance to preserve your right to privacy.
  8. The independent Life Code Compliance Committee (Life CCC) will monitor our compliance with the Life Code.
  9. We will be accountable for Life Code requirements, and the Life CCC can sanction us.