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The fair conduct principle

Chubb Life’s Commitment to Treating Customers Fairly

Our fair conduct principle

As a licensed financial institution, we're committed to treating customers fairly. 

We will:

·       pay due regard to your interests

·       act ethically, transparently and in good faith

·       assist you to make informed decisions

·       make sure our services and products meet the needs of our customers

·       not subject you to unfair pressure, tactics, or undue influence.

Our Chubb Life Fair Conduct Principle reflects how our business prioritises looking after our customers.

Chubb Life Fair Conduct Principle

We place customers at the heart of everything we do. We support our customers by listening to and understanding their needs, communicating honestly and clearly, and striving to make decisions free from personal bias. We take feedback seriously and commit to promptly put things right if we get them wrong. 


We’ve developed a comprehensive fair conduct programme consisting of policies, procedures, systems and controls that work together to support us to give you fair treatment. 

The summary of our fair conduct programme below is intended to help you to understand how we treat customers fairly, make informed decisions about our services and products and understand how to make a complaint if our conduct falls short. As we’re a life insurer and a financial advice provider, the summary below reflects both roles.

Complaints

Our complaints process

If we fall short in our commitment to you, we have a robust complaints process in place. We believe that handling complaints well is an important responsibility, especially as you may be experiencing stress. We want to make sure we address complaints quickly and thoroughly, and that we build on your feedback to make improvements where we need to. 

We aim to deal with most complaints at the first point of contact. Where this isn’t possible, our dedicated Resolutions Officer supports customers to resolve their complaint. We're also a member of the Insurance & Financial Services Ombudsman dispute resolution scheme. 

To ensure we manage complaints fairly, we’re committed to: 

  • training our teams on how to manage complaints honestly and effectively, and how to support customers when they’re experiencing difficulties
  • completing quality assurance reviews of complaints that are managed by our customer service teams
  • recording complaints in a centralised register to better understand trends
  • providing oversight of the complaints process by reporting to the Senior Leadership Team and our Board.


Making a complaint

Although we strive to provide our customers with the highest possible level of service, there are times when you might not be satisfied. If you're dissatisfied, please call us immediately on 0800 900 047. Our Customer Service Consultants will do their best to resolve your issue straight away.

If our Customer Service Consultants are unable to resolve your issue, they can escalate it to our Customer Resolutions Team who will follow a more formal internal complaints process. Alternatively, you can contact our Customer Resolutions Team directly at any time, using the following details:

Customer Resolutions Team
Chubb Life NZ Ltd
Private Bag 921 31
Victoria Street West
Auckland 1142

ChubbLifeComplaints.NZ@chubb.com

We'll acknowledge receipt of your complaint within two working days of receiving it. Our Customer Resolutions Team will undertake a thorough investigation and aim to provide you with a decision within ten working days. In some cases we may need more time or further information but we'll keep you updated during this process. 

If we can't resolve your complaint, or two months have passed since it was made, we'll issue a letter explaining that either we've reached a deadlock, have closed the complaint or that it remains open and we’ll be continuing to send communications.

Your insurance is underwritten by Chubb Life Insurance New Zealand Limited (Chubb Life). Chubb Life has an A (Excellent) financial strength rating given by A.M. Best Company Inc. A summary of the rating scale is: A++, A+ Superior | A, A- Excellent | B++, B+ Good | B, B- Fair | C++, C+ Marginal | C, C- Weak | D Poor | E Under Regulatory Supervision | F In Liquidation | S Suspended. For the full rating scale and more rating information visit www.ambest.com/ratings/guide.pdf