The International Association of Insurance Supervisors (IAIS) published an Application Paper on fair treatment of a wide range of consumers to support implementation of Insurance Core Principle 19 on conduct of business. The guidance sets out how insurers and intermediaries can embed fair treatment in business culture and deliver it across the insurance product lifecycle. Recommendations cover product design, distribution, communications, advice, customer assistance, claims, complaints, and product monitoring and review. The paper also recognises the ongoing role of risk-based pricing and insurers’ autonomy to determine the scope of their business, while suggesting ways to apply these principles to promote an insurance sector that is accessible, fair and responsive to diverse consumer needs. The IAIS also published the public consultation comments received in 2024 and its responses, and scheduled a public webinar on 12 August 2025 to explain the work.
International Association of Insurance Supervisors 2025-07-07
International Association of Insurance Supervisors publishes application paper on fair treatment of a wide range of consumers
The International Association of Insurance Supervisors (IAIS) released an Application Paper on fair treatment of consumers to aid in implementing Insurance Core Principle 19 on conduct of business. The guidance addresses embedding fair treatment in business culture and throughout the insurance product lifecycle, covering areas such as product design, distribution, and customer assistance. The IAIS also published public consultation comments from 2024 and announced a webinar for discussion.