IAIS publishes Application Paper on fair treatment of a wide range of consumers

Following consultation in 2024, the IAIS has now published its Application Paper on fair treatment of a wide range of consumers that supports implementation of Insurance Core Principle (ICP) 19 (Conduct of Business).

The paper offers recommendations for how to establish fair treatment of a wide range of consumers as an integral part of insurers and intermediaries’ business culture and how to achieve it throughout the product lifecycle – spanning design, distribution, communications, advice, customer assistance, claims, complaints and product monitoring and review.

The paper also recognises the ongoing role for risk-based pricing and insurer’s autonomy to decide the scope of its business and it suggests ways to implement these foundational principles in promotion of the insurance sector being accessible, fair and responsive to the needs of a wide range of consumers.

For full details on the paper, the list of public consultation comments received with the IAIS’ responses, and to register for the 12 August 2025 public webinar explaining the work, visit the consultation webpage here.