At Ando, we’re committed to treating our customers fairly, honestly and with transparency.
To ensure great outcomes for our customers, we adhere to the Fair Insurance Code (FIC) and are guided by the fair conduct programmes of our insurance underwriting partners. These principles support everything we do, from how we design and service our products, to how we manage claims and complaints.
We are committed to complying with the Fair Insurance Code as published by the Insurance Council of New Zealand
The Fair Insurance Code sets out the standards of service that members of the Insurance Council of New Zealand must provide to their customers. These obligations are in addition to those imposed by the law, and were developed to promote fairness, transparency and professionalism in the general insurance industry. The Fair Insurance Code:
- describes what level of service you can expect from your first contact with your insurer,
- describes the responsibilities that you and your insurer have to each other,
- provides information on claims and complaints procedures, and
- details how the Code is administered, and where you can turn to for more help.
You can access a copy of the code here.
Our underwriting partners, Hollard and Lloyd’s, are members of the Insurance Council of New Zealand and we adhere to the Fair Insurance Code which provides you with assurance that we have high standards of service to our customers.
We are guided by the fair conduct programmes of our insurance underwriting partners
As our underwriting partners, The Hollard Insurance Company Pty Ltd (Hollard) and Lloyd’s of London (Lloyd’s) provide insurance in New Zealand, they are required to establish, maintain, and implement a fair conduct programme.
These programmes must adhere to New Zealand’s Conduct of Financial Institutions (CoFI) regulatory regime, which is built around the overarching principle that financial institutions must treat consumers fairly. CoFI is designed to protect consumers by putting their interests at the forefront of financial institutions’ decisions and actions.
At Ando, we are guided by the fair conduct programmes of our underwriting partners, and we’re committed to meeting the same high standards. Find out more about their programmes below:
Hollard Fair Conduct Programme
Lloyd’s Fair Conduct Programme
MS Amlin’s Fair Conduct Programme (a Lloyd’s syndicate)