Code of Conduct

Latrobe Health Services has held accreditation under the Private Health Insurance Code of Conduct since May 2006. The Code is the private health insurance industry’s own standard for clear, honest information and fair dealing with members, and we’re proud signatories.

What is the Private Health Insurance Code of Conduct?

The Code is a self-regulatory framework that private health insurers sign up to. It puts a constant focus on clarity: how our documents read, how we communicate with you, and how we handle your complaints, feedback and compliments (not just a box we ticked).

What does the Code cover?

The Code covers four main areas of conduct in private health insurance. It makes sure:

• you get the right information about private health insurance from staff who are properly trained
• you know how to resolve a dispute with us, both through our internal process and through external services
• your policy documents help you make an informed decision, and every conversation between you and us is clear and easy to follow
• your personal and sensitive information is protected under the Australian Privacy Principles.

What do we commit to under the Code?

As part of our commitment under the Code, we will:

• keep working to improve standards of practice and service across the private health insurance industry
• give you information in plain language, not jargon
• help you make better-informed decisions about our products and services
• make sure you understand your rights and obligations as a member
• give you easy access to our internal dispute resolution process.

Want more information?

For more on the Private Health Insurance Code of Conduct, visit Private Healthcare Australia.