Booster FI Licence

Booster Assurance Limited (we, our, us) has a Fair Conduct Programme, designed to support the fair conduct principle to treat our customers fairly. Our Fair Conduct Programme includes policies, processes, systems and controls we have in place to support this.

We know that trust is everything and the fair treatment of our customers is important to us. 

We believe fair conduct / treatment of customers includes:

• Paying due regard to customers’ interests
• Acting ethically, transparently and in good faith
• Supporting our customers to make informed decisions
• Providing products and services that are relevant and can support good outcomes
• Not subjecting our customers to unfair pressure or tactics or undue influence
• When we get it wrong, we do our best to make it right.

We design our products and services with our customers in mind, with a focus on finding solutions to meet their needs. We consider how our services and products are delivered to you, aiming for ease and convenience. We have thought about how different factors could affect our ability to deliver. We have also thought about how we make our products available, whether through financial advisers or direct and online, so that our customer’s needs are addressed.

When we talk to you, in writing or on the phone, we aim to do so in clear, easy to understand language and provide clear, relevant and accessible information to support this. 

Booster works with accredited financial advisers and may pay them commission when they provide financial advice to our customers in relation to our products. We monitor this channel to ensure it remains consistent with supporting the fair treatment of our customers. 

We have processes to capture, fairly deal with and learn from complaints and incidents. 

Customer satisfaction is the core of what we do. While we always try to give the highest level of service, there are times when you might not be happy. If you’re dissatisfied, please call us immediately on 0800 336 338 or email us at insurance@booster.co.nz.  

Our customer resolutions team will do their best to resolve your issue straight away. We will investigate all customer complaints and incidents. 

If our customer service consultants are unable to resolve your issue, they can escalate it to their supervisor. 

Escalation of complaint

If we are unable to resolve your complaint, you can escalate it to our dispute resolution service. 

Please refer to our website, www.booster.co.nz/how-to-complain, which has the contact  details of Booster’s dispute resolution scheme.  

We understand that our customers may experience life changes or changes in their circumstances that require added care and understanding. We have a processes in place to help customers who require additional support to access and understand our services.

• Our Programme is approved by our Board, and is supported by our senior leadership.
• Our Programme takes into account the confidentiality and protection of customer information requirements, to help protect private information.
• Our Programme has supporting policies, procedures and systems that assist us in delivering the best possible customer experience.

If you have any questions, comments or require any further information about our services or our policy, please contact us on:

Postal Address 

PO Box 11872
Manners Street
Wellington 6142

Phone: 0800 336 338
Email: insurance@booster.co.nz

BAL is licensed as an insurer by the Reserve Bank of New Zealand and is a wholly owned subsidiary of Booster Financial Services Limited. As BAL acts as an insurer, it has a Financial Institution license under the Financial Markets Conduct Act 2013 (FMCA) and is therefore required to have a Fair Conduct Programme.