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Your rights

You have rights as a consumer under the Fair Insurance Code and under a number of pieces of New Zealand legislation. If you feel your rights have been breached, you may access a free disputes resolution service.

Good faith

Insurance is a contract between an insurer and a customer. It is based on the principle of good faith — a system of managing relationships where everyone agrees to treat each other with respect and good intentions.

Insurers must

  • provide the service agreed with the customer in their contract
  • act in good faith at all times
  • settle claims fairly and efficiently
  • adhere to the principles set out in the Fair Insurance Code
  • adhere to all laws governing their conduct in New Zealand.

Customers must

  • pay their agreed premiums on time
  • act honestly and with integrity in all their dealings with their insurer
  • accurately and fully disclose all information relevant to their policies and claims.

Making a complaint

If you have a problem or dispute with your insurer, you have the right to complain.

Find out how to make a complaint

Vulnerable customers

The NZ Human Rights Commission and ICNZ have worked together to develop best practice guidelines around the prioritisation of vulnerable customers.

Download the guidelines (PDF, 308KB)

Legal advice

ICNZ cannot give legal advice to the public. If you have any questions about insurance law and your rights, please seek advice from a lawyer.