FAIR CONDUCT 2023
IFSO Scheme Conference for New Zealand Insurers
Four Points by Sheraton, 396 Queen Street, Auckland
Wednesday, 22 March 2023
Dear Participants
I'd like to sincerely thank all attendees and sponsors who supported the IFSO Scheme 2023 Conference for insurers.
We hope you gained a lot from our day together and it acted as a reminder about how the IFSO Scheme can help you know what your customers are thinking, through our insights and data. We hope this assists you put conduct and fair treatment of customers at the heart of your business.
Please find below link to PDFs of the slides of the sessions.
Kind regards,
Karen Stevens
Karen Stevens ǀ Insurance & Financial Services Ombudsman
P 04 917 5601 E karen@Ifso.nz
Welcome to Conference Fair Conduct 2023 - Sue Suckling, Chair IFSO Scheme
Financial Markets Authority approach to Fair Conduct - Samantha Barrass, CEO FMA
Teresa Tepania-Ashton, UNICEF, Aotearoa's Director of Advocacy Programmes
Karen Stevens and Andrew Gunn - Financial education, practical resources and training support.
Samantha Barrass, CEO Financial Markets Authority
Samantha has a career in financial and legal services regulation and public interest delivery spanning more than 20 years. Her particular strength is as a successful leader of significant strategic transformation programmes, building alliances, bringing the vision, courage, tenacity and stakeholder engagement necessary to, from a standing start, deliver game changing results to exacting deadlines.
Sue Suckling, OBE, Chair IFSO Scheme Commission
Sue has wide governance experience and is the current
Chairperson for Jacobsen Holdings, Jade Software Corporation, Rubix, Taska
Prosthetic, Eat My Lunch. She is a Director of SkyCity Entertainment
Group (NZX) and APHG Limited. Sue was awarded an OBE in 1996 for services to
business, and has an honorary Doctorate of Science (2015), was awarded the
Distinguished Alumni Achievement Award Massey University (2012) Companion,
Royal Society for outstanding leadership in Science (2010) and the New Zealand
Suffrage Centennial Medal (1993).
Dr Pushpa Wood, ONZM, Commissioner IFSO Scheme, Consumer Representative
Pushpa is the Director of the Financial Education & Research Centre, Massey University. She is also a Board member of the Commission for Financial Capability (FinCap) and a Board Member of the Wellington Community Trust and a Trustee of the Gwen Ryan Educational Trust. Pushpa is a recipient of the New Zealand Order of Merit for services to financial literacy and interfaith relations.
Teresa Tepania-Ashton, ONZM, Commissioner IFSO Scheme, Consumer Representative
Teresa (Ngāti Kahu ki Whangaroa and Ngāpuhi) is the Advocacy & Programmes Director for UNICEF Aotearoa. Previously, she was the CEO of Māori Women’s Development Inc. She is the Chair of the Kahukuraariki Trust, a Director of Power Finance Limited and a Trustee for Leadership New Zealand. Teresa has strong business development and professional skills in corporate finance and has an ACC-Associated Certified Coach Credential with ICF, with a particular emphasis on Business and Leadership Coaching (Member of ICF). In June 2016, Teresa received the New Zealand Order of Merit for services to Māori and business.
Kendall Flutey, Commissioner IFSO Scheme, Consumer Representative
Kendall (Ngāi Tahu) is one of New Zealand's leading entrepreneurs and founder and CEO of financial education platform, Banqer. She is a Board Member of the FMA and a Member of the Digital Council for Aotearoa. Kendall was the Young New Zealander of the Year in 2019 and Young Māori Business Leader of the Year in 2018.
Virginia Douglas, Principal Consultant MOSAIC, Financial Services Infrastructure
Virginia is a specialist in compliance, conduct and risk in the financial services sector helping businesses solve problems, create lasting change and business improvement, with more than 15 years experience as a lawyer in financial services, with a special interest in conduct and customer-centric solutions.
We would like to thank our Conference 2023 Sponsors, whose support has enabled us to provide this event to New Zealand Insurers.
Platinum Sponsors
About our Platinum sponsor:
Our purpose is your better health. We’re here to help Kiwis and their families live healthier, happier lives, and to help local businesses who want to protect their employees. We do this by offering insurance that’s easy to use and affordable while also helping connect our members to the right tools and services to improve their health and wellbeing.
Our New Zealand business is part of the nib Group - a trusted international health partner that provides health insurance to over 1.4 million Australian and New Zealand residents. In 2018 we launched a first of its kind Māori population health initiative with Auckland iwi, Ngāti Whātua Ōrākei, which provides private health insurance and health management programmes for their members. nib’s Kaiarāhi (health navigators) work with iwi members on finding the right health options that work for them. In 2022 we acquired Kiwi Insurance Limited which allows us to provide greater value to our members by giving them access to a suite of life and living insurance covers, in addition to health cover.
About our Platinum sponsor:
Partners Life focus is on protecting Kiwi families and businesses. People need insurance when their lives are negatively affected by ill-health or death. This can be an incredibly stressful time for them and their families. By working with independent financial advisers, our customers can be confident that they have insurance tailored to fit them. This gives them the very best chance of getting their claims paid quickly and without any hassles.
Our insurance products include life insurance, income protection, medical insurance, disability insurance, trauma cover and business risk protection.
About our Platinum sponsor:
Suncorp New Zealand delivers financial services to New Zealanders through our general insurance brand, Vero, and our life insurance brand, Asteron Life.
Our scale, breadth and expertise provides financial certainty and connection between our brands, to create more personalised and relevant choices for New Zealanders to look after their financial wellbeing.
At Suncorp New Zealand, our purpose is 'building futures and protecting what matters'. It's what drives us every day and gives meaning to every action we take.
About our Platinum sponsor:
AIA New Zealand is a company with 100 years of history, with a vision to help make New Zealand one of the healthiest and best protected nations in the world. We strive to help our customers live healthier, longer, better lives by encouraging them to make positive lifestyle changes one small step at a time.
We have a strong, competitive market offering of personal and business insurance products designed for the Kiwi lifestyle. AIA customers can sign up for our scientifically backed health and wellbeing programme, AIA Vitality, so you can earn rewards while improving your health. We’re also here when you need it most, allowing you to focus on getting back to your ‘healthy’. We look for ways to make the claims process as simple and transparent as possible and assist with the coordination of a rehabilitation programme should you need one. Our commitment is to not just be there for our customers someday, but every day.
Silver Sponsors
About our Silver sponsor:
At MOSAIC, our exclusive focus is improving operational performance for financial services firms. We’re experts in dissecting strategic, regulatory and operational challenges and resolving these with the best mix of people, process and technology changes.
We have the knowledge and capability to deliver the strategically-aligned, sustainable solutions our clients need to succeed in today’s inherently dynamic and increasingly competitive market. We help clients realise cost efficiencies, improved processes, lower costs and better customer connections. We adopt client problems as our own and recognise that our success depends on delivering benefits to clients.
About our Silver sponsor:
For over 150 years Tower has been helping Kiwis and Pacific customers protect their home, car, business and things they love. At Tower, we are undertaking a transformation that leads to higher growth through a relentless focus on our customers. We are focused on delivering beautifully simple and rewarding experiences for our customers.
Tower operates in New Zealand and across seven Pacific Island nations, providing our customers with cover for their houses, cars, contents, businesses and more. Tower is the last listed New Zealand general insurer (also listed on the ASX), with a market capitalisation of $265.64m representing a strong base of international, institutional and 28,000 individual shareholders.
Continuing Professional Development (CPD) of up to 4.5 structured* hours are available for conference attendees. A CPD certificate verifying your attendance and engagement will be sent to attendees upon email application to Sandi@ifso.nz.
[* The IFSO Scheme assessment of CPD is aligned with definitions adopted by NZ and international professional bodies, that is; structured CPD is learning delivered by experts in their field, relevant to your role, or intended role, in financial services, and a learning objective in your annual Professional Development Plan.]
We would like to thank our four Platinum Sponsors for supporting eight scholarships for the Massey Short Course in Complaint Response and Management.
The recipients of the scholarships are: Steve Taylor, Jaimie Avery, Jessica Seitz, Will Collins, Mary Abraham, Narita Smith, Tracey Whiu and Toni Haddon.