Policies and Codes

At Gallagher, we adhere to the highest standards of ethical business conduct. Leading with integrity, The Gallagher Way.

Our commitment

At Gallagher, we pride ourselves on providing you, our client, with tailored insurance solutions to help you face your future with confidence. We value this relationship with our clients and recognise trust as well as specific industry risk management knowledge as being instrumental in our ability to effectively manage your insurance needs.

Gallagher subscribes to the Insurance Brokers Code of Practice.

The Code applies to the relationship between insurance brokers and their clients and demonstrates the Australian insurance broking industry’s professional commitment to its clients. It describes key service standards that clients can expect from brokers, as well as an overview of the complaints and disputes handling process. The Code has been specifically developed by the National Insurance Brokers Association (NIBA) to be a user-friendly and helpful tool for both insurance brokers and their clients.

The Code is monitored by the Insurance Brokers Code Compliance Committee (the Committee). The Australian Financial Complaints Authority (AFCA) provides Code monitoring and administration services to the Committee. AFCA has appointed a dedicated team of staff (the Code team) within its office to undertake that task. 

The objective of the Code is to build upon the professional competence in the insurance broking profession, increase consumer confidence in insurance brokers and increase knowledge of the important role they play. The service standards outlined in the Code are also aimed at safeguarding self-regulation of the broking industry.

The Code provides that brokers: 

  • Act in the best interests of the client;
  • Provide advice and guidance to enable clients to make informed decisions on risk and insurance protection;
  • Provide full and accurate information for effective underwriting;
  • Respect the client’s confidentiality in relation to all records and information;
  • Ensure the validity and accuracy of all documentation;
  • Make available all relevant documentation, policies and certificates, endorsements and premium calculation as may be required;
  • Be professional, efficient and responsive in all dealings; 
  • In the event of a claim, take every step necessary to ensure prompt and fair settlement;
  • Work towards maintaining and enhancing the reputation of NIBA and its members;
  • Act in the spirit of the code and encourage others to do likewise 

Gallagher supports and encourages adoption of the Code by all Gallagher Brokers.

View a copy of the Code.

Visit the National Insurance Brokers Association (NIBA) website

Gallagher wants you to make an informed decision about the broking organisation you elect to partner with. The information is relevant to your ability to make an informed decision.

Whistleblower policy

Gallagher has been a recipient of the Ethisphere World’s Most Ethical Companies Award year on year since 2011 and we stand by our principles of honesty, transparency and fair dealing.

In practical terms that means we actively reinforce these values and expected standards of behaviour through staff training and regular refreshers – and we provide effective, confidential channels for safely reporting any concerns to be acted upon without fear of reprisal.

We encourage both our own staff and external parties to make use of these resources, as outlined in our Whistleblower Policy.

Internal staff may speak to a nominated manager or alternatively make an anonymous report via a dedicated company hotline, with the ability to escalate the matter to an auditor. A confidential support and counselling program (Employee Assistance Program) is also available to all staff.

External parties, including former staff, current or former consultants, contractors, third party providers or relatives, dependents or spouses of any of these individuals may also report concerns by contacting the Gallagher Ethics & Compliance hotline on 02 9424 1795.

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Contact us

If you have questions about the complaints process or the progress of your complaint please contact the Risk and Compliance team directly.

1800 068 000 



(for privacy related complaints)