Code of Conduct

vrsANA recognises that loss adjusting and claims services
are often delivered when individuals, businesses and
communities are experiencing disruption, financial loss
or hardship. We seek to ensure that our services are
delivered objectively, respectfully, efficiently and
with appropriate care.

All persons representing vrsANA are expected to uphold
this Code in dealings with clients, members, insurers,
brokers, policyholders, claimants, suppliers,
contractors, regulators and other stakeholders.

Purpose

This Code communicates the professional, ethical and
behavioural standards applying to services provided by
or on behalf of vrsANA. It supports consistent
decision-making and provides a framework for identifying
and responding to conduct that may be unlawful,
unethical, dishonest, misleading, professionally
inappropriate, detrimental to a stakeholder, or
inconsistent with vrsANA obligations.

Core Principles

Professional and Ethical Conduct

vrsANA conducts its activities in accordance with
applicable laws, regulations, industry standards and
contractual obligations. Depending on the service and
engagement, relevant requirements may include the
Corporations Act 2001, Insurance Contracts Act 1984,
Privacy Act 1988 and Australian Privacy Principles,
work health and safety legislation, the Modern Slavery
Act 2018, the General Insurance Code of Practice and
professional loss adjusting standards.

vrsANA provides objective, evidence-based and
professionally independent loss adjusting services.
Findings, assessments and recommendations must be based
on available facts and evidence, the circumstances of
the loss, applicable policy or cover terms, lawful
client instructions, relevant technical information
and sound professional judgement.

Actual, potential and perceived conflicts of interest
must be identified, disclosed and appropriately managed.
Gifts, benefits or hospitality must never be offered,
requested, given or accepted where they could improperly
influence, create an obligation, compromise independence
or cause reputational concern.

Professional Standards

vrsANA assigns work to personnel with qualifications,
experience, technical knowledge and capability
appropriate to the nature and complexity of the
assignment. We are committed to professional competence,
due care and the integrity of evidence, records and
reporting. Accurate recordkeeping, evidence-based
reporting and appropriate quality assurance are
fundamental to our services.

Respect, Fairness and Customer Care

vrsANA treats all stakeholders with courtesy, dignity,
fairness and respect. Discrimination, harassment,
bullying, intimidation, victimisation, exploitation and
abusive or threatening behaviour are not acceptable.

vrsANA recognises that individual circumstances may
affect a person’s ability to understand information,
communicate needs or participate effectively in the
claims process. Personnel seek to understand and
accommodate the communication, safety and support needs
of customers experiencing vulnerability.

We are committed to clear and timely communication and
to keeping stakeholders appropriately informed
throughout the claims process.

Privacy, Security and Responsible Business Practices

vrsANA respects privacy and protects personal,
sensitive, confidential and commercially valuable
information. Information must only be collected,
accessed, used, disclosed, stored, transferred, retained
and disposed of for authorised and lawful purposes.

vrsANA has zero tolerance for fraud, bribery, corruption,
collusion, kickbacks, secret commissions and other
dishonest or improper conduct. We expect suppliers and
contractors to operate lawfully, ethically and
consistently with the principles of this Code.

vrsANA respects internationally recognised human rights
and is committed to identifying, assessing and addressing
modern slavery risks in its operations and supply chains.
Forced labour, debt bondage, human trafficking, servitude,
deceptive recruitment, forced marriage, unlawful child
labour and serious worker exploitation are not tolerated.

Work Health, Safety and Wellbeing

vrsANA is committed to safe systems of work and to
protecting personnel, customers and members of the public.
Hazards, incidents, injuries and near misses are reported
and managed in accordance with established safety
processes and obligations.

Complaints, Concerns and Reporting

vrsANA values feedback and responds to complaints and
concerns fairly, respectfully and in a timely manner.
An expression of dissatisfaction is not dismissed because
it is informal or does not use the word complaint.
vrsANA views complaints and stakeholder feedback as
opportunities to improve service quality and customer
outcomes.

Personnel, suppliers and stakeholders are encouraged to
report suspected or actual breaches of this Code, law,
client requirements, privacy obligations or professional
standards. Reports should be made honestly and on
reasonable grounds through the relevant complaints,
governance or compliance process.

Enquiries