GICOP
What GICOP stands for?
General Insurance Code of Practice
Type of repairer that we will not provide a lifetime guarantee and we pay the fair and reasonable costs of repairs to the customer?
Cash Settle Repairer
Once a glass repair quote or invoice has been received, what is the maximum amount that Claims can review and settle under the Fair and Reasonable Assessment – Claims, and how is the customer settled?
Claims can settle up to $2,500, and the customer is cash settled less any applicable excess.
Who are our partner hire car suppliers?
Sixt, Avis/Budget and Hertz (in some locations in NSW)
What PATO stands for?
Preferred Accident Towing Operator
If we identify a breach of code, where should we log it?
Service Now or in MyRQ
Repairers that do not accept towed in / not driveable vehicle
Repairhub and Exclusive Repairer
Who are our partner glaziers?
How many suburbs in NSW can we offer Hertz to our customers?
12
How many kilometres qualify an accident tow as a long-distance tow?
Over 250 kms
Code Governance Committee
A customer contacts you to lodge a motor claim and advises that they would like their vehicle repaired at a repairer of their choice, which is not part of our partner repairer network. They ask if this can be arranged and whether there are any guarantees on the workmanship.
As the claims consultant, what is the BEST action and response?
Check whether the customer has Choice of Repairer on their policy and, if eligible, authorise the repairs and advise them that a Lifetime Repair Guarantee for workmanship will apply.
How much is the limit for the Motorcycle glass that claims can authorise to settle the invoice?
Upto $ 1000
When the customer's vehicle is repairable , who are the repairers can arrange a hire car for them?
Repair Hubs, Exclusive and Metro Partner repairers
Scenario:
A customer is involved in an accident while travelling interstate. Their vehicle is heavily damaged and currently located 350 km from their residential address. The repairability of the vehicle is unknown at this stage, and the only available repairers nearby will not be able to inspect the vehicle until the next business day.
The customer requests that the vehicle be immediately transported back to their home state for repairs.
Question:
As the claims consultant, what is the most appropriate next step you should take regarding the tow arrangement?
1. Identify that this long distance/interstate tow
2. Refer to Motor assessing by utilising the TL Locator tool
3.Arrange a temporary tow to the nearest holding yard or repairer
4. Assessing will determine the most cost-effective option for the movement of the vehicle
Under the General Insurance Code of Practice (GICOP), what must we do if a customer asks whether their policy provides cover for a loss they have suffered, even if the loss is unlikely to be covered?
Ask the customer if they would like to lodge a claim, explain that coverage will be fully assessed, and not discourage them from lodging a claim.
A customer contacts you to follow up on their damaged motorbike after an accident. They ask if you can arrange a repairer for them so the repairs can begin immediately.
As the claims consultant, what is the BEST response and guidance you should provide to the customer?
Inform the customer that we do not have partner repairers for motorbikes and they must arrange their own repair quote, which must include photos of visible damage, all four corners of the vehicle, the VIN label/plate, vehicle registration, odometer reading, and a full itemised quote for assessment before repairs are authorised.
This are electronic systems that help the vehicle driver while driving or during parking.
Advanced driver-assistance systems (ADAS)
If our customer contact claims to advise they have had an accident in the hire car, what are the 5 things that claims needs to advise?
1. Do not admit the liability
2. Get the name, address , phone number and rego of the other driver
3. Get any witness details
4. Contact Sixt or Avis to report the accident
5. Advise the customer that they are required to complete an Accident Report form to Sixt or avis with their own claim process
What is the code when we send manually the tow authority?
RQ04
From which date did the 2020 General Insurance Code of Practice officially come into effect?
1 July 2021
A customer’s vehicle has been assessed and is ready for repair allocation. When searching for an available repairer in ClaimCenter v8, you notice that a non‑partner repairer appears as an option alongside partner repairers.
What is the MOST LIKELY reason the non‑partner repairer is appearing in ClaimCenter v8?
All exclusive and partner repairers are currently at capacity, requiring allocation to a non‑partner repairer.
Tinted Glass Reimbursement Process
A customer contacts you after having their vehicle’s window replaced by a partner glazier. The customer advises that the glazier was unable to tint the replaced window, so they arranged the tinting themselves, paid the invoice, and submitted it to Claims for reimbursement.
What is the correct process Claims should follow before reimbursing the customer?
Contact the original glazier to confirm that the glass was tinted prior to their repair, and if confirmed, contact the customer and reimburse the cost.
The customer contacted us requesting reimbursement for a hire car used from 13 April to 03 May 2026. They are entitled to 21 days of hire car coverage, with a daily limit of up to $75.00. An invoice is available on file, and the cost summary is as follows:
Hire car daily cost: $ 42.00 x 21 days = $ 882.00 Child seat: $ 20.00 x 21 days = $ 420.00
Petrol cost: $ 250.00
Total: $ 1,552.00
GST: $ 155.20
Summary total: $ 1,707.20
Question:
What is the total amount we can authorise to reimburse the hire car cost,
The customer is entitled to 21 days of hire car reimbursement with a daily limit of $75.00. However, only the hire car daily cost is reimbursable.
Approved Costs:
GST (10%):
Total Amount Authorised for Reimbursement
$970.20
Where to tow the vehicle:
During business hours
Outside business hours
During business hours: tow the vehicle directly to the Insured's chosen repairer and send a 'Service Request' to the repairer.
Outside business hours: ensure the PATO/allocated tow takes the vehicle to their holding yard, and then to the Insured's chosen repairer the next business day.