UniMed is one of Aotearoa New Zealand’s most experienced health insurance providers, supporting our Members in their time of need for over 45 years. As a not-for-profit mutual society owned by our Members, the health and wellbeing of our Members is our number one priority and we strive to ensure they can access the care and support they need, when they need it.  

We specialise in providing workplace health insurance and wellbeing services to many of New Zealand’s best-known companies and their employees.

The Fair Conduct Principle is focused on delivering fair outcomes

In line with our core values of Aspire, Care and Trust, we aim to treat our Members with respect, equity and integrity, always trying to do what is right.  This complements the Fair Conduct Principle, which guides financial institutions on how to deliver fair customer outcomes.  In simple terms, the Fair Conduct Principle requires us to treat both existing and potential Members fairly. 

Treating Members fairly means we:  

  • appropriately consider Members' interests 
  • act ethically and transparently 
  • assist Members to make informed decisions 
  • ensure that our products and services meet Member needs 
  • do not unfairly pressure or influence Members.   

This applies when we are designing, offering and providing our insurance products and services and when we are dealing with Members in relation to the insurance products and services we offer. 

Business Medical Health Insurance

UniMed’s Fair Conduct Programme (FCP) 

Our Fair Conduct Programme (FCP) has been set up to ensure our people understand their roles and responsibilities in treating our Members and customers fairly.  It sets out the policies, systems and processes that help ensure we deliver fair outcomes. We do this through: 

Appropriately considering Members' interests 

 
  • As a Member-focussed mutual society, considering the interests of Members comes naturally. 
  • Our products and services are designed and reviewed with a strong focus on Member needs, ensuring they remain relevant and beneficial. 
  • We actively monitor Member outcomes and feedback, with a commitment to continuous improvement. 

Acting ethically and transparently 

 
  • Our staff Code of Conduct sets out the expectations of UniMed employees. All UniMed employees are expected to demonstrate honesty, transparency, and ethical behaviour in all dealings.  

Assisting Members to make informed decisions 

 
  • UniMed is committed to providing clear, concise, timely, and effective communication to empower Members with the information they need to make informed choices. 
  • Our dedicated Member Experience teams are trained and equipped to provide meaningful support. 
  • Robust oversight ensures that all of our distribution channels deliver products and services in alignment with the Fair Conduct Principle. 

Ensuring that our products and services meet Member needs 

 
  • Our product management processes support UniMed to design, review and manage our products throughout the product lifecycle to meet the needs of our Members. 

Not unfairly pressuring or influencing Members   

 
  • Trust is one of UniMed’s core values and includes being open, honest, transparent and acting with integrity. 
  • Regular monitoring and staff training reinforce our commitment to fair conduct and responsible Member engagement. 

UniMed complaints process

We strive to provide positive customer service experiences and empathetic support. However, if you are unhappy with a decision, service, or interaction with UniMed or if you feel you or your whānau have not been treated fairly, please let us know. 

We take any complaint we receive seriously and will work with you to resolve it. Our complaints process provides the opportunity to provide feedback and/or request that we review a decision. Download a copy here or request one by calling 0800 600 666 / 03 365 4048. 

The Insurance and Financial Services Ombudsman (IFSO) 

If your complaint has been fully investigated by UniMed and you’re not satisfied with the outcome, you can refer your complaint to the IFSO for review. The IFSO Scheme is a free, independent service which helps resolve disputes between UniMed and members. The UniMed Complaints Page outlines more information or visit IFSO.