At Asteron Life we are guided by the fair conduct principle to make sure we are here to help our customers build bright futures and protect what matters most.
The fair conduct principle applies when we provide our customers with insurance products.
Asteron Life as a licensed New Zealand Insurer has a fair conduct programme in place. Our fair conduct programme, effective 31 March 2025, is approved by our Board and made up of policies and processes that help us comply with the fair conduct principle. Our fair conduct programme is reviewed annually to ensure it remains fit for purpose.
What is the Fair Conduct Principle?
The fair conduct principle applies to how we design and sell our products, how we support you in managing your insurance, how we interact with you, and how we deliver on our commitment to be there for our customers when it matters most.
The fair conduct principle ensures we treat customers fairly by:
Acting ethically, transparently and in good faith
Assisting you to make informed decisions
Paying due regard to your interests
Ensuring that our products and services meet the requirements and objectives of consumers
Safeguard you from unfair pressure or undue influence
How we comply
We have a Fair Conduct Programme that covers all the ways we work to support you and helps make sure we act in accordance with the fair conduct principle.
The policies and processes that make up our Fair Conduct Programme outline how we design and develop products and services, how we make those products and services available to you, and how we manage good conduct in line with the fair conduct principle. We strive to train our employees to assist customers with empathy and respect and engage with and oversee our distributors.
Following our Fair Conduct Programme helps us treat customers fairly and comply with the fair conduct principle.
Our Products and Distribution
- We design our products with a focus on our customers’ needs
- We review our products regularly to ensure they are fit for purpose and meeting our customer’s needs.
- Asteron does not sell insurance products directly to customers. Asteron provides insurance contracts to customers and employers via Independent Advisers and other distributors.
- We work closely with Independent Advisers and other distributors by providing training and support to ensure you are treated fairly.
- Product information and support materials are available to help customers to make informed decisions, and their Advisers, on request.
Our communications with you
- We use plain language across our communications on our website and in our current policy wordings.
- We are committed to communicating with you in a timely, clear and effective manner and supporting you to make informed decisions.
- You can request product information support and copies of your policy documents by contacting us.
Our interactions with you
- We are here to help you every step of the way – you can call, email or write to us.
- We train our people so they can provide support for our customers including customers experiencing vulnerability.
- Complaints processes ensure complaints are managed in a fair efficient and effective manner.
- We are a member of Financial Services Council of New Zealand and adhere to the FSC Code of Conduct
Our People
- We train and supervise our people to ensure they know and understand our services and products well, so they can effectively support you with empathy and respect.
- Asteron Life adheres to our Code of Conduct that reflects our aim to deliver the best possible outcomes for our customers sets out our principles to support fair customers outcomes.
Understanding our complaints process
Asteron Life’s Fair Conduct Programme is designed to make sure you are treated fairly in all your interactions with us, our products and our services, including if you have had a poor experience and would like to make a complaint.
We value your feedback, and we will strive to carefully consider your feedback and to improve your experience with us.
You can find out more about our Complaints process
A copy of this fair conduct programme summary is available on request. It can also be downloaded below.