Independence and Principles

Trust in the association rests on one condition: our scores, registry and reviews must reflect the real experience of consumers, not anyone's commercial interests. Below are the rules we follow to make sure that condition holds.

We do not sell insurance

The association does not sell insurance policies, is not an insurance agent or broker and does not receive commission from insurers or intermediaries. When we explain the terms of a policy or help you choose a specialist, we have no financial interest in the choice you make.

A place in a rating cannot be bought

• Consumer scores are based only on published reviews and follow a published methodology.
• Neither membership of the association, nor accreditation, nor any form of cooperation changes a participant's position in a rating.
• Financial indicators and external ratings are shown separately from consumer scores, with their source and period.
• If advertising ever appears on the website, it will be clearly labelled and kept separate from organic results and scores.

One set of rules for all reviews

Every review, positive or negative, is moderated before publication under the same rules. The moderator checks that the review relates to a real experience of the service and that it contains no personal data of third parties, insults, threats, spam or signs of manipulation.

• A review is never rejected simply because it is negative.
• A review is not removed for money or at an organisation's request unless it breaks the rules.
• The moderator does not change the meaning of the text or the score on the author's behalf.
• An organisation may reply to a review; its reply is also moderated.
• Both the author and the organisation may challenge a decision, and where possible the review is carried out by a different staff member.

Disclosure of conflicts of interest

We openly disclose relationships that could affect how our work is perceived:

• a participant's profile shows whether it is a member of the association or holds its accreditation;
• a staff member or committee member connected with an organisation does not take part in moderating reviews of it or in decisions about it;
• reviews by employees of their own organisation are disclosed and assessed separately;
• the rules apply equally to participants that are connected with the association and those that are not.

Confidentiality

Consumers' requests are available only to the staff assigned to them. A market participant does not see a request concerning it unless the applicant has given separate consent to share specific materials with a specific recipient. The texts of requests, documents and contact details are never passed to analytics.

Correcting errors

We can make mistakes: in the registry, in an explanation or in a moderator's decision. That is why:

1. any visitor can report an error through the form on the relevant page or profile;
2. an organisation can propose corrections to its profile, and changes are published after being checked against sources;
3. every item of information in the registry shows its source and the date it was last confirmed;
4. significant corrections to our materials are recorded, and moderation decisions can be challenged.

What we do not promise

Independence also means being honest about our own limits. The association is not a regulator, the insurance ombudsman or a court; it does not promise payouts or guarantee the outcome of a dispute. What we do promise is this: the same rules for everyone, openness about how we work, and attention to every request.