Lodging a claim involves notifying us of any third-party demands for compensation or non-monetary or injunctive relief made against the insured, typically triggered by the receipt of a legal writ, statement of claim, or similar formal notice.

By contrast, the cyber crisis response hotline is intended for actual or potential cyber incidents affecting the insured, serving as an emergency first point of contact.

Codex Insurance is proud to partner with MS Amlin, Syndicate 2001, a leading Lloyd’s of London insurer with decades of experience handling complex claims worldwide. As our lead carrier, MS Amlin manages all claims directly, ensuring each matter is handled promptly, professionally, and with the deep expertise that comes from over a century of underwriting and claims excellence.

To support timely and effective resolution of matters within Australia, MS Amlin also maintains an extensive panel of experienced local legal providers. This ensures claims can be addressed with the benefit of on-the-ground expertise, local insight, and legal precision where it’s needed most.

For more information, please see our Claims Factsheet.

Our claims team will aim to acknowledge and provide a final decision on a claim within 10 business days of receipt. If the claim is particularly complex or requires additional review, we will notify you within the initial 10 business days and request any necessary information. After that, updates will be provided every 20 business days, or sooner if the situation allows.

If you are dissatisfied with the handling or outcome of a claim, you have two primary avenues for further review:

Internal Dispute Resolution (IDR): You can submit a formal complaint to Codex Insurance, which will be handled by the IDR team. The team will review your complaint and provide a response within 30 days.

Escalation to the Australian Financial Complaints Authority (AFCA): If you are not satisfied with the outcome provided by the IDR process, or if a resolution is not reached within the prescribed time frame, you have the option to escalate the complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service.

Both options are available to ensure that any concerns regarding the outcome or handling of a claim are addressed fairly and transparently.

For more details, please click here to visit our Complaints page.

Yes, subject to our prior consent, noting that we retain full discretion over any appointment, including the approval of fees, rates, and the extent to which costs are covered.