Conduct of Financial Institutions (CoFI)

The Conduct of Financial Institutions (CoFI) regime ensures that financial institutions, including insurers like us, treat customers fairly in all our interactions. At Aioi Nissay Dowa New Zealand Limited, we are committed to embedding fairness in every aspect of our business through our robust Fair Conduct Programme (FCP).​

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Fair Conduct Programme (FCP) Governance

We have established a comprehensive Fair Conduct Programme (FCP), which is continuously overseen by our Board of Directors. This programme is designed to ensure compliance with CoFI’s Fair Conduct Principle and aims to ensure that customers are treated fairly throughout their journey with us.

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We ensure that:

• The FCP aligns with both legal obligations and consumer expectations.

• It includes mechanisms to identify, monitor, and manage conduct risks, especially those affecting vulnerable customers.

• The FCP is reviewed and adapted regularly to respond to changing business conditions and emerging risks.

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Public Access to FCP Information

We provide easy access to information about our Fair Conduct Programme to ensure transparency. This includes:

• How we ensure fair treatment in the products and services we offer.

• The processes in place for lodging complaints and resolving disputes.

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Ongoing Commitment to Fairness

Our commitment to fairness is ongoing. We continuously review and update our Fair Conduct Programme to ensure it evolves with both legal requirements and the changing needs of our customers.

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Compliance and Fair Conduct Training

We ensure that all employees and agents receive regular, ongoing training on CoFI’s fair conduct principles. This training is crucial for ensuring that our staff and representatives have the skills and knowledge required to treat customers fairly. We regularly assess the effectiveness of this training to maintain high standards across all our operations.

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Product Development and Customer-Centric Design

Developing Customer-Centric Products

Every product we develop, or revise is designed with the customer in mind. We ensure that our products meet the specific needs and objectives of the customer groups for which they are intended. Our product development process includes:

• Risk assessments to prevent potential harm to customers.

• Regular reviews to ensure our products continue to deliver value over time.

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Communicating with Customers

We are committed to providing clear, concise, and timely communication to help our customers make informed decisions. Whether it’s about product features, updates, or changes, we ensure that all information is delivered transparently and in a format that is easy to understand.

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Intermediary and Agent Strategy

Ensuring Fair Conduct in Distribution

We work with a variety of intermediaries and agents to distribute our products. To ensure that all intermediaries adhere to the Fair Conduct Principle, we:

• Establish clear roles and responsibilities for intermediaries in our Fair Conduct Programme.

• Regularly review distribution methods to ensure that they align with our commitment to fair treatment, with special attention given to high-risk areas.

• Provide intermediaries with training and information to support fair outcomes for consumers.

 

We believe that treating customers fairly is a shared responsibility, and we work closely with our intermediaries to ensure fairness at every stage of the customer journey.

 

Incentive Management

Our incentive structures are designed to ensure they do not negatively impact consumer interests. We review all incentives arrangements to intermediaries and agents to avoid conflicts of interest and to ensure they do not compromise fairness.

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Dispute Resolution Framework

Handling Complaints

We are committed to resolving complaints fairly and promptly. Our dispute resolution framework includes:

• Clear contact information for lodging complaints.

• A transparent escalation process to ensure all complaints are handled appropriately.

• Regular reviews of complaint data to identify trends and areas for improvement.

 

If you are not satisfied with our service, please contact us by filling the form below. We will do our utmost to resolve your issue in a timely and fair manner.

 

What You Can Expect from Aioi Nissay Dowa Management New Zealand Limited 

• Fair Treatment: We are committed to treating you with fairness, honesty, and transparency in all interactions.

• Clear Communication: You will receive straightforward and accessible information about our products and services.

• Responsive Support: Our team is here to assist you, ensuring that any issues are resolved quickly and fairly

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Contact Us

If you have any questions about our Fair Conduct Programme or how we handle complaints, please reach out to us via the form below. We are committed to ensuring you receive the fair service you deserve.

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