You have rights as a consumer 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.
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.
- 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.
- 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.
The NZ Human Rights Commission and ICNZ have worked together to develop best practice guidelines around the prioritisation of vulnerable customers.
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.