Comcover Service Charter
Comcover's Service Charter outlines our service commitments to our Fund Members.
Insurance Services
The Comcover Fund is a form of self-insurance that operates by collecting premiums from Fund Members, accumulating reserves, and meeting claims from those reserves. Fund Members can purchase cover for all normally insurable risks, with the exception of workers' compensation, which is the responsibility of the Australian Government's Comcare [
] program.
The Fund provides cover to Australian Government agencies that are subject to the Financial Management and Accountability Act 1997 or the Commonwealth Authorities and Companies Act 1997, and are part of the General Government Sector.
Comcover seeks to provide Fund Members with insurance cover for all classes of general insurance at competitive premiums.
The insurance services provided include:
- Insurance risk analysis and reporting
- Notification and collection of premiums
- Incident and claims recording
- Claims management payment and reporting
- Claims management systems which facilitate monitoring
- A range of general insurance advisory services.
Risk Management Services
Comcover's risk management services aim to enable Fund Members to obtain the knowledge and skills that will help ensure the successful implementation and integration of risk management within their organisations by providing the following:
- Professional risk management expertise
- Benchmarking
- Fund Member specific advice
- Risk management training
- Tools and methodologies.
Customer Service
In their dealings with Comcover and its service partners, Fund Members can expect:
- Courteous and professional attention from staff that are suitably qualified to assist with all their insurance and risk management needs.
- Ready access to relevant and professional risk management and insurance information, training and support.
- Responsive and timely insurance and risk management services.
- Up-to-date and accurate claims information.
- Convenient Internet access to Comcover's information and facilities.
- Access to information on premium calculations and claim decisions, with the opportunity for reviews of these calculations and decisions.
- A plain English approach in all communications including the Comcover Insurance Policy, Information Bulletins and claims and renewal forms. Where an insurance matter is complex, Comcover will assist Fund Members by providing clear and comprehensive explanations.
Service Standards
Specifically, Comcover and its service partners will strive to:
- Acknowledge all telephone and e-mail enquiries within one working day.
- Meet personally with Fund Members, when requested, at a mutually convenient time.
- Assist Fund Members to notify incidents and claims covered by Comcover's Insurance Policy.
- Provide written acknowledgment of receipt of a claim notification to a Fund Member within three working days together with advice of the contact details of the claims officer handling the claim.
- Issue invoices within 14 working days of receipt of the Fund Member's signed acceptance of cover.
- Keep Fund Members updated on the progress of claims in a timely manner.
- Pay claims within three working days from the date of approval of the claim.
- Keep Fund Members informed on the progress of any complaints made.
- Treat Fund Members' risk management and insurance affairs with the utmost professionalism and confidentially.
Fund Members' Responsibilities
Comcover looks to the support and cooperation of our Fund Members in achieving these service standards. It is expected that Fund Members will:
- Support Comcover and its service partners' staff in undertaking their claims management responsibilities by providing information requested promptly and comprehensively.
- Provide an accurate and prompt response to requests for information for calculating premiums consistent with the general insurance requirement of 'duty of disclosure'.
- Disclose any relevant matters relating to a possible or actual claim to Comcover promptly and comprehensively.
- Comply with the terms of the Comcover Insurance Policy and the Commonwealth's legal requirements and other obligations, including the Attorney-General Department's Legal Services Directions, the Commonwealth Authorities and Companies Act 1997 and the Financial Management and Accountability Act 1997.
Fund Member Feedback
It is important to Comcover that our Fund Members have the opportunity to provide feedback so that we can continue to improve our service. We seek formal feedback though several channels including an annual customer satisfaction survey conducted by an independent market research firm and evaluation forms at our many events and forums.
In addition, we welcome your feedback on any aspect of our services to assist us with better meeting the needs of our Fund Members.
Complaints
Comcover is committed to the efficient and fair resolution of all complaints.
The Comcover Insurance Policy lists the procedure for dispute resolution with regard to claims and premiums.
Dispute resolution - Claims
A dispute includes disagreements about acceptance or settlement of a claim subject to the claims settlement condition. If a Fund Member has a dispute with Comcover Member Services, the Fund Member should contact Comcover Member Services in the first instance. If the Fund Member's concerns are not satisfied through their approach to Comcover Member Services, the following steps may be taken:
- The Fund Member must inform Comcover if the dispute lasts for more than 30 days.
- If the matter cannot be resolved within a further 30 day period, the matter must be referred to a mutually agreed mediator.
If a Fund Member has a dispute with Comcover, the Fund Member should contact the Comcover Manager in the first instance. If the Fund Member's concerns are not satisfied through their approach to Comcover, the following steps may be taken:
- If the matter cannot be resolved within 60 days, the matter must be referred to a mutually agreed mediator.
- If the matter cannot be resolved through mediation, it will be referred to the Secretary of the Department of Finance and Deregulation and the Chief Executive (or their nominees) of the Fund Member organisation.
- If the dispute cannot then be resolved, the matter will be referred to the relevant Ministers.
Dispute resolution - Premiums
A dispute includes a failure by a Fund Member to pay any premium. If the Fund Member has a dispute regarding their premium, the Fund Member should contact the Comcover Manager in the first instance to attempt resolution. If the Fund Member’s concerns are not satisfied, the following steps may be taken:
- If the dispute cannot then be resolved, the matter may be referred to the Secretary of the Department of Finance and Deregulation and the Chief Executive Officer (or their nominees) of the Fund Member organisation.
- If the dispute cannot be resolved, the matter may be referred to the relevant Ministers.
Contact for information on this page: Contact Comcover Member Services