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Your rights

You have rights as a consumer under under the Fair Insurance Code and under a number of pieces of New Zealand legislation. If you feel your rights have been breached, you may access a free disputes resolution service.


Good faith

Insurance is a contract between an insurer and a customer. It is based on the principle of good faith — a system of managing relationships where everyone agrees to treat each other with respect and good intentions.

Insurers must

  • provide the service agreed with the customer in their contract
  • act in good faith at all times
  • settle claims fairly and efficiently
  • adhere to the principles set out in the Fair Insurance Code
  • adhere to all laws governing their conduct in New Zealand.

Customers must

  • pay their agreed premiums on time
  • act honestly and with integrity in all their dealings with their insurer
  • accurately and fully disclose all information relevant to their policies and claims.

Making a complaint

If you have a problem or dispute with your insurer, you have the right to complain.

Find out how to make a complaint

Legal advice

ICNZ cannot give legal advice to the public. If you have any questions about insurance law and your rights, please seek advice from a lawyer.