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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