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About the code

ICNZ members have developed the Fair Insurance Code — a guideline that sets out industry best-practice standards for insurers in all their dealings with customers.

ICNZ actively promotes self-regulation within the insurance sector.


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

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.