The new guideline was created to address the need for uniformity when insurers utilise expert evaluations from professionals. Credit: Nichcha / Shutterstock.

The Insurance Council of Australia (ICA) has established the ‘Expert Report Best Practice Standard’, a new guideline aimed at providing consistency and clarity for insurance customers when independent expert assessments are required for claims.

This initiative comes in response to feedback from consumer advocates and concerns raised during the Parliamentary Inquiry and the ongoing Review of the General Insurance Code of Practice.

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ICA’s new Expert Report Best Practice Standard was created to address the need for uniformity when insurers utilise expert evaluations from professionals such as engineers, hydrologists, and builders as well as other specialist tradespeople.

These reports are often generated after on-site inspections, where experts assess property damage and recommend repair strategies.

Under this new Standard, the ICA has outlined a specific procedure for creating an Expert Report, its application, and customer expectations.

It emphasises the importance of using plain language, providing neutral and factual information, maintaining objectivity, ensuring timely delivery, and considering customer feedback.

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Furthermore, the Standard includes guidelines on addressing customer vulnerabilities, detailing expert qualifications, and facilitating clear customer engagement.

The ICA has also complemented the new Standard with a “consumer-friendly” Fact Sheet to aid understanding and transparency.

ICA CEO Andrew Hall said: “Not all insurance claims are straightforward – sometimes insurers require expert advice to help them determine the cause of damage or the extent of repairs.

“That is why we have developed an Expert Report Best Practice Standard to provide consistent guidance on the use of Expert Reports for insurers and greater clarity for customers about their rights and expectations.

“We will be recommending to the independent Code Review Committee that the Standard is referenced in the next version of the Code to provide additional certainty and rigour around the use of Expert Reports.”