At MB Insurance Group, we’re committed to treating our customers fairly and doing the right thing at every stage of your insurance experience.

Our Fair Conduct Programme sets out how we design our products, work with brokers and service providers, and support you when you need to make a claim. We aim to keep things simple, clear, and transparent so you can make informed decisions and feel confident in your cover.

When it comes to claims, we focus on being fair, open, and timely. We explain our decisions clearly, keep you updated throughout the process, and make sure outcomes are based on the terms of your policy and the facts of your claim.

We also carefully manage how we work with partners like brokers, repairers, and assessors to make sure your interests always come first. Our staff are trained to provide honest advice and support, and we don’t use incentives that could influence decisions in a way that isn’t right for you.

If something doesn’t meet your expectations, we have a clear complaints process and will work with you to resolve issues promptly and fairly. We also use feedback from our customers to keep improving our products and services over time.

MB Insurance distributes products underwritten by certain underwriters at Lloyd’s of London.  Information on how Lloyd’s and their representatives abide by the Fair Conduct Principles can be found at Lloyd's in New Zealand.