Code of Practice

Factory Mutual Insurance Company is a signatory to the General Insurance Code of Practice. The Code sets out the minimum standards of service that can be expected from the insurance industry and requires insurers to be open, fair and honest in dealings with customers.

The objectives of the Code are:

  • to promote better, more informed relations between insurers and their customers;
  • to improve customer confidence in the general insurance industry;
  • to provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
  • to commit insurers and the professionals they rely upon to higher standards of customer service.

The Code includes standards covering buying insurance, claims handling, responding to catastrophes and disasters, and complaints-handling procedures. For more information on the Code, visit