Fair Conduct Programme | Allianz New Zealand

Summary of Allianz’s Fair Conduct Programme

Allianz Australia Insurance Limited, trading as Allianz New Zealand in New Zealand (Allianz) is a licensed insurer and is required to establish, maintain, and implement a Fair Conduct Programme (FCP).

The purpose of our FCP, summarised below, is to outline how we maintain appropriate conduct towards our customers in all aspects of our business. Allianz’s FCP framework is designed to support the fair treatment of our customers and maintain a culture that emphasises positive customer outcomes. Allianz’s FCP is a Board approved document and is valid from 31 March 2025. It applies to Allianz’s New Zealand consumer insurance contracts, as defined in the Financial Markets Conduct Act 2013 (FMCA).

Compliance with the Fair Conduct Principle

Our FCP requires all relevant Allianz personnel to follow processes and procedures to support our compliance with the Fair Conduct Principle under the FMCA, and related consumer protection legislation including by:

paying due regards to consumers interests
acting ethically, transparently and in good faith
assisting consumers to make informed decisions
ensuring that relevant services and associated products that Allianz provides are likely to meet the requirements and objectives of consumers (when viewed as a group), and
not subjecting consumers to unfair pressure or tactics or undue influence.

The Fair Conduct Principle applies when Allianz:

designs services and products for consumers
offers to provide those services and products to consumers
provides those services and products to consumers, and
has any dealings or interactions with a consumer in relation to Allianz services or products.

The key aspects of our FCP are detailed below.

Compliance Programme with Consumer Legislation:

Allianz ensures compliance with legal obligations through regular updates and monitoring of relevant laws, including The FMCA (as amended by the Financial Markets (Conduct of Institutions) Amendment Act 2022 (CoFI)), Fair Trading Act 1986, Consumer Guarantees Act 1993, and Financial Service Providers (Registration and Dispute Resolution) Act 2008.

Induction and Compliance Training and Expectations of Conduct:

Allianz provides initial and ongoing training tailored to employee roles, covering existing consumer policies, fair conduct, and compliance procedures. Conduct expectations are set through the Allianz Code of Conduct Policy.

Ongoing Training of Staff and Agents:

Allianz maintains a comprehensive training regime for staff and agents, with regular reviews of training records and adherence to operational requirements.

Risk Management Programme:

Our governance framework includes risk assessments, incident management, and regular complaints reporting and analysis to ensure adherence to the fair conduct principles.

Allianz actively identifies, monitors, and manages conduct risks through a structured risk ownership framework, including call recording reviews, quality assurance, and engagement forums.

Claims and Complaints Management Services:

Allianz maintains a documented claims management policy, ensuring fair treatment and resolution of customer claims. Complaints handling and remediation processes are in place to address issues and support the fair conduct principles. Our complaints process is detailed on our Contact Us page. To make a complaint you can contact us by email at [email protected]

Allianz maintains monitoring and supervision oversight of outsourced providers and their documented claims and complaints processes including annual reviews to ensure alignment with Allianz's standards on customer care.

Product Portfolio Reviews:

Allianz conducts regular reviews of consumer insurance policies to assess their alignment with consumer needs and objectives, incorporating feedback, market trends, and regulatory changes. Allianz’s product framework and document review policy guide the review and enhancement of products.

Quality Assurance Processes:

Allianz implements quality assurance through regular audits, call recording reviews, and third-party assessments to ensure service quality and customer satisfaction.

Supporting Customers Experiencing Vulnerability

Allianz maintains detailed processes for identifying and assisting customers in vulnerable circumstances. These processes include specific training for staff, clear guidelines for identifying vulnerability, and tailored support measures to ensure the fair treatment of these customers.

Regular Review

Allianz is committed to maintaining the highest standards of service quality and customer outcomes through its FCP. The effectiveness of the FCP is reviewed annually unless substantive changes are made to the business or as confirmed by the Financial Markets Authority. When deficiencies are identified, Allianz promptly addresses and corrects them.