Code of Conduct

Our Commitment

Smart Compare Health Insurance is committed to providing a clear, respectful and transparent health insurance comparison and referral service.

Our service is provided in connection with ItsMy Group Pty Ltd (ABN 85 167 289 965), trading as ItsMy Health.

This Code of Conduct outlines the service standards we aim to follow when communicating with customers and helping them compare available private health insurance options.

Transparency About Our Service

We will clearly explain:

• The nature and limitations of our comparison service;
• Our relationship with ItsMy Health;
• The health insurers included on the comparison panel;
• How Smart Compare Health Insurance and ItsMy Health may be paid;
• The role of the participating private health insurer; and
• That customers are not required to purchase or change a policy.

ItsMy Group maintains affiliations with a range of private health insurers that form the comparison panel.

We do not compare all private health insurers or every private health insurance policy issued by the funds that we do compare. Comparisons are limited to selected policies available from participating insurers on the ItsMy Health comparison panel.

Clear and Accurate Information

We aim to provide information in plain, clear and understandable language.

We will not knowingly make false, misleading or unsubstantiated claims about:

• Policy premiums;
• Potential savings;
• Policy benefits;
• Exclusions and restrictions;
• Waiting periods;
• Benefit limits;
• Participating insurers;
• The suitability of a policy; or
• The scope of our comparison service.

We do not guarantee that a policy presented through the service will be the cheapest, best or most suitable policy available in the Australian market.

Policy information may change. Customers should review the relevant insurer’s current policy documents before applying for or changing cover.

Fair Customer Treatment

Customers will be treated fairly, respectfully and professionally.

We do not support:

• Misleading or deceptive conduct;
• Harassment or coercion;
• High-pressure sales practices;
• Discrimination;
• Withholding important policy information; or
• Presenting a limited comparison as a comparison of the entire market.

Customers should be given a reasonable opportunity to consider the available information and ask questions before deciding whether to proceed.

Customer Choice

The final decision to apply for, purchase, change or cancel a private health insurance policy belongs to the customer.

Customers are not required to proceed with any policy presented through the comparison service.

Customers may choose to:

• Request additional information;
• Review the insurer’s policy documents;
• Compare other options outside our comparison panel;
• Contact the insurer directly; or
• Decide not to change their existing cover.

Information Provided by Customers

To provide relevant comparison information, we may ask customers about their:

• Age or life stage;
• Location;
• Current health insurance;
• Preferred type and level of cover;
• Family or relationship circumstances;
• Budget or premium preferences; and
• Healthcare needs or priorities.

Customers should provide complete and accurate information.

Customers should also check that the information included in an insurance application is correct before the application is submitted to an insurer.

General Information

Information provided through the website or comparison service is general in nature and may not take into account every aspect of a customer’s personal objectives, financial situation, healthcare needs or circumstances.

Customers should consider the relevant insurer’s policy documents, including applicable:

• Premiums;
• Exclusions;
• Restrictions;
• Waiting periods;
• Excesses;
• Co-payments;
• Benefit limits; and
• Eligibility requirements.

The participating insurer’s current policy documents will apply if there is any inconsistency between those documents and general information provided through the comparison service.

Privacy and Confidentiality

Personal and sensitive information will be handled in accordance with our Privacy Policy and applicable privacy requirements.

Information may be shared with ItsMy Health, participating private health insurers and relevant service providers where necessary to:

• Provide the requested comparison;
• Respond to an enquiry;
• Prepare or process an application;
• Administer the service;
• Manage a complaint; or
• Comply with legal obligations.

We will not represent that customer information is never shared when disclosure is reasonably required to provide the requested service.

Customer Contact and Consent

We will only contact customers using the information they provide or where contact is otherwise permitted by law.

When a customer submits an enquiry, they may be contacted by Smart Compare Health Insurance, ItsMy Health or an authorised service provider regarding the requested health insurance comparison.

Customers may ask to stop receiving marketing communications at any time.

A marketing opt-out may not prevent necessary communications about an active enquiry, application, complaint or existing request.

Commercial Relationships

Customers should be informed that ItsMy Health maintains commercial relationships with participating private health insurers.

ItsMy Health and/or Smart Compare Health Insurance may receive a commission, referral payment or other commercial benefit when a customer purchases or switches to a policy through the service.

These commercial relationships are one reason the comparison is limited to participating insurers and selected policies on the comparison panel.

Further information is available on our How We Get Paid page.

Cooling-Off and Cancellation Rights

Customers should be informed that cooling-off and cancellation rights may apply to a private health insurance policy.

The relevant insurer’s policy documents explain the standard cooling-off period, cancellation process and any conditions that apply.

Additional rights may apply where an agreement is an Unsolicited Consumer Agreement under the Australian Consumer Law.

Customers who wish to cancel or change a policy should contact the relevant insurer promptly.

Complaints

Customers may make a complaint without charge if they are dissatisfied with:

• Our website;
• Our communications;
• The comparison service;
• The handling of personal information;
• A consultant interaction; or
• The way an enquiry or application was managed.

Complaints will be treated respectfully and reviewed based on the available information.

Where appropriate, a complaint may be referred to:

• ItsMy Health;
• The relevant participating insurer;
• A service provider;
• The Commonwealth Ombudsman’s Private Health Insurance function; or
• Another appropriate external complaint body.

Further information is available on our Complaints and Disputes page.

Continuous Improvement

We may review customer feedback, complaints, website content and service processes to improve:

• The accuracy of information;
• Customer communications;
• Privacy practices;
• Comparison disclosures;
• Complaint handling; and
• The overall customer experience.

External Industry Codes

This page describes Smart Compare Health Insurance’s internal service standards.

It does not state or imply that Smart Compare Health Insurance is a member of, or signatory to, an external industry code unless that membership or signatory status has been separately confirmed and expressly published.

It also does not state that Smart Compare Health Insurance or ItsMy Group holds an Australian Financial Services License.