Fair Conduct at World Nomads New Zealand

Doing right by our customers

At World Nomads, 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.