Terms of Service

Private Health Insurance Intermediaries Code of Conduct

Introduction

The Private Health Insurance Intermediaries Code of Conduct is a self-regulatory framework designed to promote honest, transparent, and informed relationships between intermediaries and customers.

The Code supports and enhances regulatory compliance and service standards across the private health insurance industry. Its provisions complement existing legal and regulatory obligations placed on intermediaries.

Our Commitments

Smart Compare Health Insurance is committed to:

  • Continuously improving our standards of practice and customer service

  • Acting in the best interests of our customers at all times

  • Prioritising customers’ needs above those of insurers or commercial arrangements

  • Advising customers to remain with their current insurer where no better option is identified

  • Supporting informed decision-making through clear explanations and staff training

  • Clearly disclosing our relationships with insurers, including any commission arrangements

  • Ensuring recommendations are not influenced by commissions, incentives, or commercial arrangements

Compliance Responsibilities

When providing health insurance comparisons or general advice, we commit to:

  • Acting with integrity, honesty, and reasonable care

  • Complying with all applicable legislation, including the Private Health Insurance Act 2007, Privacy Act 1988, and Australian Consumer Law

  • Maintaining accurate records and meeting all regulatory requirements

  • Providing required information to regulators when necessary

  • Avoiding misrepresentation or unlawful non-disclosure

  • Clearly disclosing any fees, commissions, or remuneration received

Policy Documentation

We ensure customers are provided with clear and comprehensive policy information, including details such as:

  • Waiting periods

  • Exclusions and restrictions

  • Benefit limitation periods

  • Annual limits

  • Co-payments and excesses

  • Complaints and dispute resolution processes

Training & Accreditation

Our team members receive ongoing training to ensure they are equipped to provide accurate and compliant service, including:

  • Health insurance principles and consumer protection laws

  • Product knowledge across participating health funds

  • Understanding of claims and policy processes

  • Code of Conduct compliance requirements

  • Proper documentation and record-keeping of customer interactions

Your Rights

As a customer, you have the right to:

  • Receive clear, accurate, and easy-to-understand information

  • Understand how we are remunerated, including commissions

  • Access our internal dispute resolution process

  • Escalate unresolved complaints to external bodies where required

  • Cancel your policy within 30 days for a full refund, provided no claims have been made

Our Promise to You

We are committed to providing a simple, fair, and trustworthy service experience. We promise to:

  • Be honest, transparent, and clear in all communications

  • Protect your privacy and personal information

  • Treat all customers fairly, respectfully, and professionally

  • Provide accurate and up-to-date information about health funds and policies

  • Handle complaints promptly, fairly, and transparently

  • Ensure all staff are properly trained and adhere to this Code at all times

What the Code Means for You

By adhering to this Code, Smart Compare Health Insurance ensures that you:

  • Know who you are dealing with and how our service operates

  • Receive clear, straightforward, and easy-to-understand information

  • Are supported by trained and qualified staff

  • Can trust that your best interests are prioritised throughout the process

Our Partners

We work exclusively with registered Australian private health insurers that operate in accordance with the Private Health Insurance Code of Conduct.

This ensures that all comparisons provided through Smart Compare Health Insurance meet appropriate industry, ethical, and regulatory standards.