Life insurance code 'could work'
The code, devised by the Insurance Council of New Zealand, covers its general insurance members and requires them to ensure they communicate effectively with customers, act reasonably when there has been non-disclosure, keep to best-practice timeframes in communication, prioritise vulnerable consumers in a catastrophe and train their staff about the code.
AIA chief executive Natalie Cameron said industry-agreed codes of conduct could be useful and could drive good practice.
“The ICNZ Fair Insurance Code is focussed on claims management, specific general insurance terms and things like catastrophe management,” she said.
“A code to regulate practice in the life industry would be most useful if it also addressed the issues most topical in the life insurance industry. However, I like common elements like the Fair Insurance Code commitment to ethics, good customer service and prompt and fair complaints management.”
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