Fair Conduct Programme

We work hard to treat all customers fairly 

At Southern Cross Travel Insurance (SCTI), we’re dedicated to supporting your journey and being there to help if the unexpected happens. Our Fair Conduct Programme (FCP) reflects this commitment — ensuring fairness and transparency for you at every step.

Our Fair Conduct Programme ensures customers are treated fairly at every stage of their journey with us. It encompasses the policies, processes, systems and controls that support the fair treatment of our customers.  

 

Our commitment to you

Our FCP, approved by our Board, is our promise to treat customers fairly, act with integrity, and uphold the standards set out in the Financial Markets Conduct Act. The key elements of our FCP are summarised below: 

Key parts of the Fair Conduct Principle  Our approach 
 
Paying due regard to the interests of consumers.
We care about our customers’ interests and ensure our products are designed to offer genuine value. Our commitment includes regular monitoring to ensure we meet our customers’ needs. 

 Acting ethically, transparently and in good faith.
We’re committed to doing the right thing, ensuring we listen and take action to ensure we meet our promise. We’ll work hard to identify, fix, and learn from any mistakes that affect our customers, as soon as we can.  

Helping consumers to make informed decisions.
We keep things straightforward, providing clear and accessible information about our products and services. All our policy documents meet the WriteMark Plain Language Standard, making them easy for customers to read and understand.  
 
Making sure that the products and services we provide are likely to meet the requirements of our likely consumers.
We design our products to meet the diverse needs of our customers, ensuring they meet our customers’ needs and provide value. We regularly monitor and review our products, including our pricing principles, to ensure they continue to meet this standard.  
 
Not subjecting consumers to unfair pressure or tactics or undue influence.
We are dedicated to fair and transparent sales practices. Whether customers interact with our direct team or our third-party distributors, we ensure that there are no sales incentives based on volume or value. We'll never apply pressure or undue influence.  

Other things we do to support fair customer outcomes

We support customers experiencing vulnerability  

We have a vulnerability policy and ensure customers have the time, information, and assistance they need to make confident, informed decisions. Our team is trained to recognise when extra support is required and to explain complex terms clearly. Find out more here.  

 

If things go wrong, we make it right 

At SCTI, we're committed to fairness, transparency, and providing our customers with peace of mind when they travel. 

We carry out regular monitoring and analysis to identify areas where customers are at risk of not receiving a fair outcome. When things go wrong, that have a customer impact, we will: 

  • contact negatively impacted customers to let them know 
  • take steps to stop ongoing harm
  • make it right. 

We proactively manage complaints 

We address complaints fairly, consistently, and in a timely manner. We regularly review our complaints to pick up on themes or patterns to identify root causes and, where applicable, fix the issue. 

If you are unhappy with any aspect of your insurance or the service we have provided, please let us know so we can help. We aim to resolve complaints in a timely and consistent way. You can get in touch with us via email, phone, or live chat Monday to Friday, 8.30am – 7pm and Saturday, 9am – 6pm, excluding public holidays. Send us an email at info@scti.co.nz or call us on 0800 800 571 (or +64 9 979 6593 if you’re calling from overseas). 

 

Our FCP is approved by our Board 

Our FCP is approved by our Board. The Board also gets regular updates from the business about conduct risks, compliance, and how effective our FCP is. This means monitoring FCP compliance is ongoing, as is regular review of the FCP across our business, with regular governance reporting to management, Board committees and the Board.