Doing right by our customers

At nib Travel, we’re committed to helping people travel safely and confidently. While we are not directly required to implement a Fair Conduct Programme under New Zealand’s Conduct of Financial Institutions (CoFI) regime, our existing processes and practices already reflect the principles of fair conduct. 

We proudly support our underwriter, Pacific International Insurance, in their Fair Conduct Programme and remain committed to delivering fair outcomes for our customers. 

Our commitment to Fair Conduct Principles 

We embed fairness into every part of our business – from product design to customer service. Here’s how we align with the key principles of the CoFI regime: 

Putting customers first 

  • We place customer interests at the centre of our decision-making. 
  • Customer feedback and complaints are regularly reviewed to improve our products and services. 

Acting ethically and transparently 

  • We maintain governance frameworks that promote ethical behaviour and accountability. 
  • Fairness principles are embedded in staff training, product governance, and performance metrics. 

Helping customers make informed decisions 

  • We aim to provide clear, relevant, and easy-to-understand information. 
  • Our teams are trained to explain key policy features to support confident decision-making. 

Designing products that meet customer needs 

  • Our travel insurance products are developed with the needs of our intended customer groups in mind. 
  • We use customer insights, performance data, and market trends to ensure our products remain relevant and valuable. 

Avoiding unfair pressure or influence 

  • We promote respectful, pressure-free interactions. 
  • Our staff are expected to act with integrity and prioritise the customer’s best interests. 

Product portfolio reviews 

We regularly review our product offerings to ensure they: 

  • Align with customer needs and expectations. 
  • Reflect market trends and regulatory changes. 
  • Continue to deliver value and fair outcomes. 

Supporting customers in vulnerable circumstances 

We recognise that some customers may experience vulnerability due to health, financial, or personal circumstances. Our approach includes: 

  • Staff training to identify and respond to signs of vulnerability. 
  • Tailored support measures to ensure fair treatment. 
  • Clear escalation pathways for additional assistance. 

We’re here to help 

We’re proud to support Pacific International Insurance’s Fair Conduct Programme and remain committed to treating our customers fairly, transparently, and with care – every step of the way. 

Learn more about Pacific’s Fair Conduct Programme. 

Frequently Asked Questions (FAQs)

Is nib Travel required to have a Fair Conduct Programme in New Zealand?

No. Due to the nature of our role in New Zealand, nib Travel is not directly required to implement a Fair Conduct Programme under the CoFI regime. However, we voluntarily align with its principles through our existing processes.

How does nib Travel ensure fair treatment of customers?

We embed fairness into our product design, customer service, and decision-making processes. We also support Pacific International Insurance’s Fair Conduct Programme.

What support is available for vulnerable customers?
Our staff are trained to identify and support customers experiencing vulnerability. We offer tailored assistance to ensure these customers are treated fairly and respectfully.

How often are nib Travel’s products reviewed?
We conduct regular product reviews to ensure they continue to meet customer needs, reflect market conditions, and comply with regulatory expectations.