Our Code of Conduct outlines the principles and standards that guide our behaviour, ensuring all services are delivered with integrity, fairness, and in full compliance with regulatory expectations:

✓   Fair Conduct

NZCS applies the principles of the Conduct of Financial Institutions (CoFI) regime to all aspects of claims handling, ensuring all parties are treated fairly, ethically, and with full transparency.

✓   Privacy & Data Protection

Personal information is managed in accordance with the Privacy Act 2020, with strict internal controls governing the collection, storage, and disclosure of data.

✓   Dispute Resolution

NZCS supports clear, fair, and accessible complaint processes. We work alongside insurer-appointed dispute resolution schemes, including the Insurance & Financial Services Ombudsman (IFSO), to support impartial outcomes when required.

✓   Delegated Authority & Policy Alignment

All claims activity is conducted strictly within the delegated authority provided by each insurer, and in full alignment with policy terms and relevant regulatory obligations.

✓   Record keeping & Reporting

We maintain detailed, auditable records in accordance with financial services legislation and insurer compliance requirements, supporting transparency and accountability across the claims lifecycle.

✓   Industry Best Practice

NZCS supports and aligns with the Fair Insurance Code, ensuring that our services meet industry expectations for timeliness, clarity, and customer focus.

✓   Complaints Handling

We maintain a structured complaints management process to ensure concerns are acknowledged, investigated, and resolved promptly. All complaints are handled with professionalism, transparency, and in accordance with insurer and regulatory guidelines.

✓   Support for Vulnerable Customers

NZCS recognises the importance of identifying and supporting vulnerable individuals throughout the claims process. Our team is trained to respond with empathy and care, ensuring additional needs are met in a respectful and appropriate manner.

✓   Environmental Sustainability

NZCS supports responsible, low-impact practices by reducing waste, prioritising digital solutions, and complying with environmental regulations to promote long-term sustainability