Introduction
This is a summary of the Fair Conduct Programme of Agile Insurance Group NZ Limited. Agile Insurance Group NZ Limited provides a range of insurance products to its customers through its online platform or through its network of experienced brokers.
What is the Fair Conduct Principle?
The Fair Conduct Principle is a requirement of the New Zealand Financial Markets (Conduct of Institutions) Amendment Act 2022 (CoFI). The fair conduct principle requires financial institutions to treat consumers fairly. This means:
- Paying due regard to consumers’ interests.
- Acting ethically, transparently and in good faith.
- Assisting consumers to make informed decisions.
- Ensuring that relevant services and products are likely to meet the requirements and objectives of consumers.
- Not subjecting consumers to unfair pressure or undue influence.
What is Agile’s Fair Conduct Programme?
Agile has in place a Fair Conduct Programme which includes the policies, processes, systems and controls designed to ensure that Agile treats customers fairly at all times. Agile seeks to protect the interests of its customers wherever they are located worldwide. Agile is committed to maintaining an organisational culture that ensures fair treatment of customers is an integral part of all business activities. Agile has policies and procedures in place to meet this obligation, some of which are publicly available on our website, including, but not limited to:
- Conflicts of Interest Policy.
- Dispute Resolution Procedure.
- Supporting Customers Experiencing Vulnerability Policy.
- Treating Customers Fairly Policy.
- Family and Domestic Violence Policy.
- Agile Conduct Framework and Fair Conduct Programme.
Agile’s documented Fair Conduct Programme explains:
- How Agile ensures that it always acts with integrity, fairness and transparency.
- How its products and services are designed, distributed and monitored.\
- How Agile’s employees and representatives are overseen.
- Training provided to employees and representatives.
- How Agile operates with skill, care and diligence.
- How Agile assists customers in making informed decisions.
How does Agile comply with the Fair Conduct Principle?
Agile’s Fair Conduct Programme is approved by the Board of Directors of its parent company, Agent Zero Group Pty Ltd. All employees and representatives are expected to understand and adhere to the Fair Conduct Programme, and processes are in place to ensure robust governance and compliance controls over the activities of the business.
Agile maintains a set of core principles which it applies across its business for the benefit of customers:
- When customers deal with Agile, they can be confident they are dealing with an organisation where the customer’s interest is central to the business culture.
- Products and services provided to customers are designed to meet the needs of identified consumer groups and are targeted accordingly.
- Customers are provided with clear information and are kept appropriately informed before, during and after the point at which the product is acquired.
- Where consumers receive advice, the advice is suitable and takes account of their circumstances.
- Services provided to the customer are of a high and as they have been led to expect.
- Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
Products and services are regularly reviewed to ensure that they continue to meet the needs of the customers that they are designed for, and that customers receive full and fair disclosure regarding the products they purchase. There are also processes in place to ensure that all employees and representatives are appropriately skilled and trained.
Agile monitors metrics from across the business to ensure that the business continues to meet its Fair Conduct obligations. If any circumstances are identified that indicate the business has not operated in accordance with its Fair Conduct Programme, steps will be taken to ensure that customers are not adversely affected.
Agile Complaints Process
Agile takes the concerns of its customers very seriously and has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To find out more about Agile’s New Zealand Complaints Process please refer to our website. If you wish to make a complaint you can do so by contacting us at:
The Complaints Officer
Agile Underwriting Services Pty Ltd
Level 5, 63 York St, Sydney NSW 2001
Telephone: 1300 705 031
Facsimile: (+61 2) 9335 3467
Email: complaints@withagile.com
How can I find out more about Agile’s Fair Conduct Programme?
If you would like to know more about Agile’s Fair Conduct Programme, please get in touch with us at:
Compliance
Agile Underwriting Services Pty Ltd
Level 5, 63 York St, Sydney NSW 2001
Telephone: 1300 705 031
Facsimile: (+61 2) 9335 3467
Email: compliance@withagile.com