Summary of key matters about AIA New Zealand’s Fair Conduct Programme.
What is the Fair Conduct Programme? At AIA New Zealand we’re committed to helping New Zealanders live Healthier, Longer, Better Lives. To achieve this, we are guided by our operating philosophy of doing the Right Thing , in the Right Way , with the Right People , and the Right Results will come. In line with our operating philosophy, our Fair Conduct Programme promotes treating customers fairly: TREATING CUSTOMERS FAIRLY @ AIA NZ Summary of key matters about AIA New Zealand’s Fair Conduct Programme
The Right Thing We have policies, processes, systems and controls to enable us to treat customers fairly. We ensure these policies, processes, systems and controls are working properly through our risk management framework.
The Right Way Our Fair Conduct Programme is approved by our Board. The Executive Team is responsible for implementing and maintaining the Fair Conduct Programme with regular reporting to the Board. The Fair Conduct Programme is reviewed annually to ensure it remains fit for purpose.
The Right People We expect our employees to follow the policies, processes, systems and controls we have put in place to enable us to treat customers fairly. We train our employees, so they know what they need to do and to understand that the fair treatment of customers is an integral part of what we do.
The Right Results At AIA New Zealand, the right result means seeking to achieve the outcomes our customers expect of us. Our customer outcome commitments are set out on the next page.
Customer outcome commitments
Our products Our customers have access to products and services that meet a broad range of insurance needs. When issues with our products or their operation arise, we strive to address and resolve them promptly to minimise the impact on our customers.
We make investment decisions that consider the best interests of our customers.
We deploy a Cybersecurity Framework which aims to safeguard our customers’ information and to maintain operational resilience.
Learning about our products We aim to ensure information about our products and services is clear, accurate, and provides a balanced view of both features and limitations.
Buying our products We work with advisers who are licensed under the Financial Markets Conduct Act 2013 and ensure they receive appropriate support from us to help customers make informed decisions. We base our underwriting decisions on available evidence and aim to adhere to established actuarial, social, and legal norms. Customer service & making a claim Our customers can expect us to assist them with empathy and respect. We seek to understand and address our customers’ needs, including when they indicate they require extra assistance or are experiencing circumstances which may put them in a vulnerable position. We aim to pay due regard to customer needs in our claims assessment process by assessing claims appropriately and keeping customers informed throughout the process. Communicating with customers We aim to ensure customers have access to clear and understandable information about their products and services to assist them in making informed decisions at the appropriate time. Customer complaint handling and what we do when things go wrong We strive to make it easy for customers to provide feedback or express dissatisfaction about our products or services. When we receive such feedback, we consider it carefully and respond appropriately. When we identify that we have made a mistake, we will seek to find an appropriate solution to address it.
WHERE CAN I GET MORE INFORMATION? Information about our products and services, claims and complaints processes and how to contact us is available on www.aia.co.nz.
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