Fair Conduct Programme – Summary of Key Matters for Customers
We work hard to treat all customers fairly
Treating our customers fairly
Southern Cross Pet Insurance Limited (SCPI) has a Fair Conduct Programme (FCP), which details the policies, processes, systems, and controls that support the fair treatment of our customers.
Key elements of our FCP are summarised below to help you, our customers, understand:
- Our approach and understanding of the Fair Conduct Principle
- The support processes that we have in place
- Our governance and accountability structures
| Key parts of Fair Conduct Principle | Our approach |
|---|---|
| Paying due regard to the interests of consumers. | We genuinely care about the health of our customers’ pets. We recognise our customers’ interests and prioritise them. We balance the interests of the individual customer with long term fairness and sustainability for our collective group of customers. |
| Acting ethically, transparently and in good faith. |
We do the right thing, act on what we promise, listen, and take action. We’ll work hard to identify, fix, and learn from any mistakes that affect our customers, as soon as we can. |
| Helping consumers to make informed decisions. | We’re here to make things work for our customers. We provide information that is simple and easy to follow, available through different channels and our people are equipped to support customers at all touchpoints. We understand our customers and continuously refine our approach to give the right level of support. |
| Making sure that the products and services we provide are likely to meet the requirements of our likely consumers. | We want to understand and respond to our customers changing needs. We use customer insights to design and provide products that meet our customer’s requirements and deliver value. We’re committed to making sure that our products work as they should and how they are advertised. We strive to identify and proactively fix issues with our products that don’t work as they should. |
| Not subjecting consumers to unfair pressure or tactics or undue influence. | We consider the possible impact of our actions. We only want fair outcomes for our customers. We’ll never apply pressure or undue influence to our customers. |
Here are a few other things that we do to ensure we support our customers and treat them fairly:
We support customers experiencing vulnerability
We have a customer vulnerability policy that helps our people identify and know how to provide particular or additional care and support to customers who experience vulnerability. Our people have been trained to identify and support customers experiencing vulnerability, and we aim to consistently meet the standards set out in our policy. Find out more here
If things go wrong, we make it right
We carry out regular monitoring and analysis to identify areas where customers are at risk of not being treated fairly. When things go wrong that have a customer impact, we will:
- contact negatively impacted customers to let them know
- take steps to stop ongoing harm
- make it right.
We proactively manage complaints
We address complaints fairly, consistently, and in a timely manner. We regularly review our complaints to pick up on themes or patterns to identify root causes and, where applicable, fix the issue.
Find out more here: Complaints procedure.
Our FCP is approved by our Board
Our FCP is a very important document and to reflect that it is approved by our Board. The Board also gets regular updates from the business about conduct risks, compliance, and how effective our FCP is. This means monitoring compliance with the FCP is ongoing, as is regular review of the FCP across our business, with regular governance reporting to management, Board committees and the Board.