Customer service conduct principles

SIRA consulted on proposed Customer Service Conduct Principles for insurers dealing with workers compensation, CTP and home building compensation claims.

The principles aim to ensure policy holders and people who experience injury and loss are provided with fair, timely, respectful, inclusive and appropriate services, and the opportunity to provide feedback on the service they receive.

Under the proposed Customer Service Conduct Principles, insurers will be required to attest to meeting these five principles:

1. be efficient and easy to engage
2. act fairly, with empathy and respect
3. resolve customer concerns quickly, respect customers’ time and be proactive
4. have systems in place to identify and address customer concerns
5. be accountable for actions and be honest in interactions with customers.

SIRA will be measuring insurer performance against those expectations and publishing the results. Customers will also have the chance to provide feedback on their experience quickly and easily.