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About the code

ICNZ actively promotes self-regulation within the insurance sector. Our members have developed the Fair Insurance Code — a guideline that sets out industry best-practice standards for insurers in all their dealings with customers.


The Fair Insurance Code was developed by ICNZ as a set of principles which aims to continually improve the standard of practice and service member companies provide to their customers. This set of principles is in addition to those obligations created by the law.

The Fair Insurance Code

  • describes what level of service you can expect from your first contact with your insurer through to claim time
  • describes the responsibilities that you and your insurer have to each other
  • provides information on claims and complaints procedures, and
  • details how the Code is administered, and where you can turn to for more help.

Independent dispute resolution schemes apply the Code in practice. If you have a complaint about a breach of the Code, contact either Financial Services Complaints Limited or the Insurance and Financial Services Ombudsman.

Financial Services Complaints Limited website

Insurance and Financial Services Ombudsman website

The most recent version of the Code came into effect on 1 January 2016. Only conduct by insurers that has happened since then can be monitored under its provisions. Older versions of the Code are available if you have an issue predating this time.

Download the Code

Updating the Code

We're currently updating the Fair Insurance Code to ensure it remains a highest-standards industry best practice document.

We called for and accepted public submissions earlier in the year and are now working through what the new Code will look like.

We expect to the release the updated Code in 2019.

Who to contact

If you'd like to know more about the Fair Insurance Code, email