Customer service conduct principles

Principle 1: Be easy to engage and efficient

The insurer must keep customer interactions simple and accessible to make the experience easier, so that the focus is on recovery and resolution. This means:

• customers should only have to provide or ask for information once
• information is clear and understandable enabling a streamlined experience
• complexity is reduced by communicating in simple language
• information is timely and accessible
• customers will experience visible support and information throughout the customer journey.

Principle 2: Act fairly, with empathy and respect

The insurer must be respectful of people’s individual circumstances and needs and support them accordingly. This means:

• customers are treated fairly, receiving the same quality services, every time
• customers are shown compassion and understanding of their individual situation
• customers are treated with dignity, empathy and respect.

Principle 3: Resolve customer concerns quickly, respect customers’ time and be proactive

The insurer must be proactive in supporting recovery and resolution. This means:

• resolve customer concerns at the first opportunity
• customers are supported early, leading to better recovery outcomes and resolution
• customers’ time is valued
• customers will be contacted when they need to know something.

Principle 4: Have systems in place to identify and address customer concerns

The insurer must have systems in place to engage customers and listen to concerns and suggestions. This means:

• customer views will be sought on service design and improvement
• ensure transparency in addressing systematic issues as they are identified and rectified
• continuous improvement systems are in place.

Principle 5: Be accountable for actions and honest in interactions with customers

Customers will receive an acknowledgement when things don’t go to plan. This means:

• customers will receive an acknowledgment when harms are caused, when customer expectations are not met or when legislative breaches occur
• poor service or behaviour will be acknowledged, and action taken.