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’s 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 the 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.
