Chubb Life’s Commitment to Treating Customers Fairly

We consider your needs before your journey with us even begins.

We design new products and changes to our existing products in accordance with our Product Development Process. This process ensures that we're clear on who'll benefit from the product.

We consider people who might be experiencing challenging circumstances and aim to design products and services that meet their needs. For more information on how we ensure the fair treatment of vulnerable customers, please see our website.

Our Product team looks at a range of factors to determine the right price. This is based on information from our Actuarial team, who also provide ongoing oversight. 

There are multiple ways to buy one of our insurance products. You might:

• contact us directly, through our website or call centre
• deal with one of our partners, like ANZ, TSB, or Southern Cross
• talk to one of our Insurance Advisers
• get advice from an Independent Financial Adviser who is accredited to sell our policies
• be offered insurance as a result of your job, in one of our seasonal worker or group products.
   

Regardless of the channel you choose, we’ll always strive to treat you fairly. You can expect:

• well-trained staff who are subject to quality assurance
• clear and consistent processes
• we’ll look after your personal details
• information will be communicated in a way that you can understand
• timely service, in accordance with our internal standards
• depending on your needs, specialised advice.

When you apply for insurance, we ask you to disclose all material information. This is important for us to be able to accurately assess your application. We hold this information securely and only the teams who need it can access it.

Our process is automated so that we can assess your policy quickly.

Sometimes our customers will have specific requirements for us to consider, such as health issues or riskier occupations or hobbies. If so you’ll be referred to our specialist Underwriting team. When the team reviews your application, you can expect:

• clear and documented processes, aligned to internal system requirements
• your information to be stored securely in our systems, along with records of our decisions and assessments
• fair and impartial decisions based on actuarial analysis and statistical data.
   

If you’re approved for a policy and decide to continue your journey with us, you'll receive a Welcome Pack and you'll have time to review your policy during a 30-day "cooling off" period where you can cancel your policy at no cost. Your policy information is created, updated and managed securely within our systems.

When you hold a policy with us, you can expect to receive clear, concise, honest, accurate and timely information. Our aim is that all our communications – from the wording of our policies to our letters, calls, texts, and emails - are written in plain and easy to understand language.

You'll receive communications from us when:

• you reach the anniversary of your cover
• there are any changes to your cover
• you request your policy to be cancelled
• you fall behind on premium payments - so we can help you manage this. 
   

If you have any queries, or wish to make any adjustments to your policy, you can contact us on 0800 900 047 or at getintouch@chubb.com. Our teams have clear processes that are well documented and regularly reviewed, receive quality training, and maintain consistent oversight of customer outcomes to ensure that we're doing the best we can. You can expect:

• timely service
• accurate information
• clear communication.

Our Claims team is trained in clearly explaining claims requirements and decisions, and the materials used to communicate our decisions are regularly reviewed to ensure they're clear and easy to understand. We strive to pay all eligible claims we receive, and we understand the importance of paying these claims as quickly as possible, especially in relation to Funeral Cover. You'll be given opportunities to provide feedback for both accepted and declined claims.

We sometimes distribute our products through partners, and we have robust agreements in place and perform regular oversight to ensure they're upholding the standards we expect. We appreciate that we have mutual responsibility for treating our customers fairly, so we choose to work with partners and Independent Financial Advisers who share our values relating to fair customer treatment and have customers at their heart.