Fair Conduct Programme
Fair Conduct Programme Summary
As a licensed insurer, Beneficial Insurance Limited t/a Pet-n-Sur has developed and adopted a Fair Conduct Programme (FCP). This document outlines key matters about our FCP to assist customers.
Fair Conduct Principle
The Fair Conduct Principle is that financial institutions must treat customers fairly, including but not limited to -
- paying due regard to its consumer's interests
- acting transparently, ethically, and in good faith
- helping consumers make informed decisions
- not subjecting consumers to unfair pressure or tactics or undue influence
- when we design our products or services
- when we asses and manage claims
Compliance with the Fair Conduct Principle
Our Fair Conduct Principle sets out the policies, processes, systems and controls that we have in place to comply with the fair conduct principle.
Our Board of Directors has the overall responsibility for our compliance with Fair Conduct Principle. To assist our Board, the Compliance Officer oversees our day-to-day compliance and provides regular reporting on conduct matters to the Compliance Subcommittee, Management and the Board.
We train our employees to ensure they understand our products, processes and obligations to consumers.
We have processes in place to provide oversight of the performance of our employees, and intermediaries to ensure that they act in accordance with our FCP Programme.
If we identify non-compliance with our FCP, we have processes in place to mitigate customer impacts and rectify non-compliance without unreasonable delay.
We have designed our customer communications to be clear, easily understood and provided promptly. This includes product information, policy wording, renewal notices and claims communication.
Our FCP is supported by several internal policies, including a compliance and assurance programme, which all contribute to our compliance with the fair conduct programme.
Our Complaints Process
We aim to always conduct our business in a way that does not cause complaints. However, we recognise that there can be occasions when we may not meet a customer’s expectations through either miscommunication, misunderstanding or mistakes. We view complaints as an important part of our customer feedback and business improvement process.
We encourage anyone to let us know when they are not happy with our service or the way our products are offered so we can resolve any misunderstandings as quickly as possible.
- Note: - The information below relates to general complaints about our products or services. If you have a complaint that relates to our dealing with personal information, we will refer you to our privacy statement www.petnsur.co.nz/privacy-policy/
Step 1
Should you have any concerns that you wish to raise please feel free to call us on 0800 738678 or by email at admin@petnsur.co.nz
Step 2
If we are unable to resolve your complaint to your satisfaction, you may escalate your complaint to our Internal Disputes Resolution Team by emailing resolutions@beneficial.co.nz (mailto:resolutions@beneficial.co.nz). We will acknowledge your complaint in writing and provide information about our internal dispute resolution process within 5 working days of the complaint being raised.
Once we receive all relevant information, we will investigate and respond to your complaint in a fair, transparent and timely manner.
Step 3
If you remain dissatisfied with the outcome of your complaint, you can refer the matter to the Insurance and Financial Services Ombudsman (IFSO) scheme.
The contact details for the Insurance and Financial Services Ombudsman contact details are -
Phone: 0800-888-202
Email: info@ifso.nz
Online: You will need to complete the online complaint form, which can be located at www.ifso.nz.
Address: Level2 Solent House, 70 The Terrace, Wellington 6143.
Version (1) March 2025