Following a period of industry consultation the General Insurance Code Governance Committee (CGC) have set their priorities for 2026-27.

Enduring priorities

The CGC enduring priorities are the ones that underpin its work, year on year. These areas are always a priority because they present the most serious risk of detriment to consumers or have the potential to undermine confidence in industry’s commitments to customers. The CGC continues to prioritise:

• Code breaches that result in significant consumer detriment
• Code breaches that cause disproportionate detriment to vulnerable or disadvantaged consumers
• New or emerging risks
• Timely, accurate and transparent reporting from insurers.

Main priorities for 2026-27

In 2026-27, the CGC will focus resources on two priority areas through targeted compliance monitoring, engagement, guidance and reviews.

The new Code: development and implementation

Supporting industry implementing the new Code effectively will be a major focus for the CGC in 2026-27. A smooth transition will help insurers embed new obligations effectively, ensure consumers receive the intended protections in practice and help deliver the full benefits of the reforms.

Once the new Code is finalised, the CGC will focus on supporting consistent and effective implementation across the industry. The CGC will engage with insurers to promote understanding of new and amended obligations, clarify expectations and help insurers consider how the changes interact with existing compliance and monitoring requirements. The CGC will update existing resources and develop new guidance to support the implementation of the new Code. The CGC will also create resources for key stakeholders, such as consumer advocates, to help them understand how the new Code operates in practice.

Motor claims handling and motor repairs

The CGC will prioritise motor claims handling in response to ongoing concerns about delays, repair outcomes and insurers’ oversight of third-party providers. These issues continue to drive high levels of consumer complaints and can significantly affect consumers’ financial security, mobility and confidence during stressful circumstances.

The CGC identified motor vehicle insurance complaints as an emerging area of concern last year. Given the continued volume of complaints and ongoing concerns about delays and repair outcomes, the CGC will undertake a targeted review in early 2026-27 into motor claims handling and repairer management.

Through this work, the CGC aim to identify and address the key drivers of rising motor insurance complaints, with a particular focus on insurers’ oversight of repair networks and how insurers manage and respond to consumer complaints.

Continuing activities

Temporary accommodation and supporting customers experiencing vulnerability

The CGC will continue to prioritise temporary accommodation arrangements, particularly where customers experiencing vulnerability may require additional support. This work is important because temporary accommodation issues can have a significant impact on customers’ safety, wellbeing, stability and recovery following an insured event.

In early 2026-27, the CGC expect to publish its inquiry into how insurers meet their Code obligations to identify and support customers experiencing vulnerability in temporary accommodation arrangements.

Following publication, the CGC will engage with insurers on its findings, including any identified compliance concerns and opportunities to improve industry practice. The CGC will also undertake follow-up work to assess implementation of recommendations and determine whether further action is required.

Alongside this work, the CGC will continue to monitor changes to the Code and assess their implications for temporary accommodation arrangements and customers experiencing vulnerability

Strengthening identification of systemic issues

The CGC will continue to focus on how insurers identify and respond to systemic issues. Where insurers fail to detect and address recurring problems, particularly due to poor data, weak monitoring or ineffective oversight, the CGC will take firm compliance and enforcement action.

The CGC’s work and stakeholder feedback highlight persistent gaps in how insurers identify systemic issues. Stakeholders have raised concerns about inconsistent compliance across the industry and unclear expectations. CGC have also seen that some insurers do not effectively capture, analyse or use data to identify patterns of non‑compliance or prevent issues from recurring, as outlined in the CGC Industry data and compliance report 2024-25. Data gaps and siloed analysis continue to limit insurers’ ability to understand issues holistically.

In response, the CGC are strengthening its focus on how insurers use data, systems and governance to detect and address risks. Where the CGCs proactive work identifies that issues have persisted for extended periods of time due to weak monitoring or ineffective systems, the CGC will act to ensure insurers address this gap and prevent further recurrence.

CGC 2026-27 Workplan – priorities

1. Contribute to drafting process for the new Code and consultation for ASIC’s approval of the Code
2. Support industry to implement the new Code
3. Undertake a review of motor insurance claims handling and motor repairs
4. Complete thematic inquiry of temporary accommodation and undertake follow-up activities as required.
5. Triage and investigate (if appropriate) Code breach allegations and Significant Breach reports
6. Undertake targeted remediation reviews
7. Undertake proactive compliance activities to address identified and emerging issues
8. Provide quarterly reports to ASIC of all Significant Breaches and serious misconduct
9. Annual Data Collection including post-collection data validation, analysis and reporting
10. Review the Priority monitoring framework (PMF) and consult on monitoring priorities for 2027-28
11. Publish Annual Report on our 2025-26 activities
12. Regular engagement with the ICA and Code subscribers.
13. Regular engagement with other key stakeholders, including AFCA, ASIC, and consumer advocates.
14. Attend and present at events, conferences and forums

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