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About the code

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


Overview

The Fair Insurance Code is a code of conduct developed by ICNZ, which sets out the standard of service member companies must provide to their customers. These obligations are in addition to those imposed by the law.

The Fair Insurance Code

  • applies to all ICNZ members companies
  • applies to general insurance products, not health or life insurance products
  • describes what level of service you can expect from your first contact with your insurer
  • 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.

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

The Fair Insurance Code logo

Effective 1 January 2019, members of ICNZ will display the Fair Insurance Code logo on their websites and claims and complaints material for brands and products that they underwriteThe Fair Insurance Code logo is displayed on general insurance products that are sold to individuals and small businesses (entities with 19 or fewer employees).  

The logo is an assurance that the insurance company you are dealing with has high standards of service and will act honestly, fairly, transparently and with the utmost good faith towards you.
 

Roll out

The logo is a new initiative and to start with, you will mostly see the logo on digital material. Printed documents will be updated over time.

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 release the updated Code in 2020.

Who to contact

If you'd like to know more about the Fair Insurance Code, email icnz@icnz.org.nz.