Who I am, how I work, and who pays me.

1. Licensing status

iCare Insurance is the trading name under which Yvonne Chen (registered with the Financial Service Providers Register as Xiaoming Chen, FSP638809) provides financial advice. Advice is provided through the licensed Financial Advice Provider Icare Finance Solution Limited (FSP775119, NZBN 9429048944908), who has been engaged by Yvonne since 10 February 2026. The FAP holds a Financial Advice Provider licence issued by the Financial Markets Authority (FMA), and the advice we provide is regulated by the Financial Markets Conduct Act 2013.

2. Nature and scope of advice

Yvonne Chen has been a registered financial service provider since 31 October 2018 and a financial adviser since 15 March 2021. She provides personalised advice on the following classes of financial advice products available in the New Zealand market:

• Life and risk insurance — term life, trauma / critical illness, total & permanent disability (TPD), income protection and mortgage protection.
• Health insurance — surgical & hospital, specialist consultations, diagnostics, optional GP / dental / optical extras.
• Business insurance — key-person life and disability cover, shareholder buy-sell funding, business expense cover, group medical and life schemes.
• Commercial insurance — liability, material damage, business interruption, professional indemnity, contract works and cyber liability.

Advice is general in nature on this website. A personal recommendation always follows a documented fact-find and a written advice document signed by you before any product is bound. The specific insurers and products available may vary; we will tell you, in writing, which providers we have considered and which we have not.

3. Insurers we work with

Across personal risk and health we routinely compare the major New Zealand insurers — these typically include Partners Life, AIA, Asteron Life, Chubb Life, nib and Southern Cross. For commercial insurance we place risks through the New Zealand commercial markets best suited to your sector. The exact panel for your specific recommendation is confirmed in writing in the advice document we produce for you.

4. Fees and how we are paid

For personal life, health and income-protection advice we do not charge a fee. The insurer pays a commission to the FAP, and a share of that commission is paid to Yvonne Chen. This cost is already built into the premium whether you go through us, a bank, or directly to the insurer.

For commercial insurance, a brokerage commission is paid by the insurer on placement and renewal. In some cases a service fee may also apply where the scope of work warrants it — for example, complex multi-policy programmes, mid-term restructures, or claims management on declined claims. Any fee is quoted to you in writing before any work begins and is never charged without your written agreement.

If a policy is cancelled within the insurer's clawback period and commission is reversed, in some commercial cases we may charge a reasonable hourly fee for the work already performed. Again, that fee is disclosed to you in writing before we proceed.

5. Conflicts of interest and incentives

Because commission is paid by insurers, a potential conflict of interest exists between recommending a higher-commission product and recommending the product that best fits your needs. To manage this we:

• Compare multiple insurers on each recommendation and document the comparison.
• Maintain a register of conflicts of interest, gifts and incentives, which is reviewed regularly.
• Apply the duty under the Financial Markets Conduct Act 2013 to give priority to your interests over our own.
• Disclose, in writing in the advice document, the commission payable on the product we recommend.

We will tell you honestly when an existing policy is good enough and no change is needed.

6. Duties under the Financial Markets Conduct Act 2013

Yvonne Chen and the FAP are required to:

• Meet the standards of competence, knowledge and skill set out in the Code of Professional Conduct for Financial Advice Services.
• Give priority to your interests where there is a conflict.
• Exercise care, diligence and skill in providing financial advice.
• Meet the standards of ethical behaviour, conduct and client care set out in the Code.

7. Complaints process

If you have a problem, concern or complaint about any part of our service, please tell us first so we can try to fix it. You can contact us by:

• Email: yvonne@icareinsurance.co.nz
• Phone: 021 1652 333
• Mail: 91 Mackay Drive, Greenhithe, Auckland 0632

We will acknowledge your complaint within two business days, investigate the matter, and provide a written response with the outcome and reasons within twenty working days where possible. If the matter is complex and we need longer, we will let you know in writing.

8. External dispute resolution scheme

If we cannot resolve your complaint to your satisfaction, you can refer it free of charge to our external dispute resolution scheme. The scheme is independent and helps resolve disputes between consumers and their financial service providers at no cost to you.

• Scheme: Financial Services Complaints Limited (FSCL) — A Financial Ombudsman Service
• Address: Level 4, 101 Lambton Quay, Wellington 6011
• Phone: 0800 347 257
• Email: info@fscl.org.nz
• Website: https://fscl.org.nz
• DRS membership number: 8578
• DRS effective date: 10 February 2026

9. Privacy

How we collect, store and use your personal information is set out in our Privacy Policy, written under New Zealand's Privacy Act 2020.

10. Contact us

iCare Insurance — Yvonne Chen, Senior Insurance Adviser. 91 Mackay Drive, Greenhithe, Auckland 0632, New Zealand. Phone 021 1652 333, email yvonne@icareinsurance.co.nz.