Fair Conduct Programme (FCP)
At Resolution Life Australasia, treating our New Zealand policyholders fairly is at the centre of our decision making.
Our FCP is underpinned by our FCP framework. This provides the structure for considering what fair customer treatment looks like throughout Resolution Life Australasia, both across the customer lifecycle stages (what the customer sees) and in organisational-wide functions (behind the scenes). Our FCP framework is built on the foundation of our purpose and our behaviours, which are centred around customers, people and data.
In considering the guidance that both the customer lifecycle and organisational pillars provide Resolution Life Australasia in delivering fair treatment for New Zealand policyholders, we have also defined the key capabilities required for the effective implementation of our FCP and described the desired customer outcomes alongside each of these capabilities.
Customer Lifecycle pillars | ||
| Capability | Desired outcome | |
| Product design | Product design and development | Products are designed to meet the needs, characteristics and objectives of customers in the identified target market. |
| Product monitoring | Products continue to meet the needs, characteristics and objectives of customers using them and continue to offer fair value. | |
| Customer communication | Customer communication | Customers are equipped to make effective, timely and properly informed decisions about their products. |
| Sales and distribution practices | Distribution design | Our distribution methods are designed to make it likely that the consumers who acquire our products are in the target market. |
| Post-sales servicing and support | Claims | Customers know what to expect when making claims and are informed about the progress and decisions of claims in a timely and transparent way. Claims are assessed consistently, timely and in the least intrusive way reasonably possible (based on the individual claimant circumstances) and are not unreasonably rejected. Customers receive claim benefits promptly once agreed. |
| Adviser oversight | We oversee the advisors we partner with to service our customers, to get comfort that our customers are receiving appropriate advice and guidance in relation to their products with us, particularly when discussing changes to their cover. | |
| Direct customer policy management | As a non-advised provider, our teams and self-service channels only provide customers with factual product information and information about how to seek financial advice, so that they can make informed decisions when making changes to their policy. Requests to make changes and enquires are handled in a timely manner. | |
| Vulnerable customers | Customers that are more susceptible to detriment due to their personal circumstances, receive flexible support suited to their situation to enable them to continue to access and benefit from their products. | |
| Fraud and scams | We are committed to helping prevent our customers from becoming victims of financial fraud or scams, however, if this does occur, customers are supported to limit the financial impact. | |
| Remediation and complaints | Remediation | Where customers have suffered loss, detriment or harm resulting from our errors or breaches, we remediate those in a timely, transparent and fair manner. |
| Complaints | Customers are able to raise complaints, knowing these will be dealt with fairly, effectively and efficiently. | |
Organisational pillars | ||
| Capability | Desired outcome | |
| People and culture | Training and awareness | Our employees are equipped with the right skills and information to deliver the fair treatment of customers. |
| Incentives and performance management | Our employees are incentivised and motivated to act in the interest of customers. | |
| Recruitment | We hire people with aligned values and who are competent for their role, to support the delivery of fair customer treatment. | |
| Conduct culture | Our people are clear on their contribution to deliver fair customer treatment. This is regularly assessed through employee feedback and reinforced in the action and behaviours from leadership. There are transparent procedures for identifying and dealing with any misconduct identified. | |
| Governance, oversight and reporting | Roles, responsibilities and accountability arrangements | The roles and responsibilities for the achievement of fair customer outcomes across Resolution Life Australasia are appropriately allocated and are understood and executed effectively. |
| Reporting | We use insights to inform and review how effectively conduct risk and customer outcomes are being managed. | |
| Risk management and assurance | We monitor and assess the risk that we fail to provide fair customer outcomes and have methods to correct any deficiencies identified. | |
| Record keeping and regulatory notifications | We can demonstrate that we have taken reasonable steps to deliver and oversee the delivery of fair customer outcomes. | |
| Organisational resilience | Outsourcing | Third-party outsourcing providers are managed so that the provision of customer services delivered by such providers is sustainable. |
| Business continuity | Material and operational disruptions to the provision of customer services are avoided or, where unavoidable, are detected, managed and restored in a timely manner. | |
How we manage customer feedback and complaints
Resolution Life Australasia maintains a clear and transparent complaints process, to remedy deficiencies and learn from our mistakes.
Our customers have multiple ways for making complaints, such as online enquiry forms, emails, phone calls, chat features in My Resolution Life Portal, letters and via financial advisers.
Making a complaint
Your first point of contact
Life, Trauma, Disability, Whole of Life/Endowment
Call Resolution Life on 0800 808 267
Contact us online using our Enquiry Form
Email askus@resolutionlife.co.nz
Mail to PO Box 1692, Wellington 6140, New Zealand
Your second point of contact
If our Customer Service Representative or their Manager has been unable to resolve your complaint you can ask for your complaint to be escalated to our dedicated Customer Response Team, who manage complex or unresolved customer complaints.
Alternatively, you can contact the Team directly at resolution@resolutionlife.co.nz. For more information, go to our feedback and complaints directory
