Our Core Values
The current insurance market as well as the financial market as a whole, is highly competitive and heavily regulated. The ethical and professional conduct of all employees of the Fidelidade Macau – Insurance Company Limited (hereafter referred to as “Fidelidade Macau”) and Fidelidade Macau Life — Insurance Company Limited (hereafter referred to as “Fidelidade Life”) is a decisive, differentiating factor behind our success. The ethical and professional conduct principles herein reflect the vision and values of Fidelidade Macau and Fidelidade Life and the expected behaviour from all employees.
1. Diligence
Employees of Fidelidade Macau and Fidelidade Life:
► Shall adopt a diligent and professional approach to their relationships with customers, fully respecting their interests and objectives.
They should therefore aim to achieve good market terms, in due respect for customers' instructions.
► Shall avoid accepting any gifts or offers from third parties which may prejudice and compromise their neutral and diligent position.
► Shall take care to use all company property prudently and effectively.
2. Loyalty
Employees of Fidelidade Macau and Fidelidade Life shall use their internal status, as well as the resources at their disposal, on behalf of the
company and never for personal gain.
3. Protection of resources
Employees of Fidelidade Macau and Fidelidade Life shall protect the company's tangible and intangible resources (e.g. IT equipment and
material, confidential information and passwords) and shall also do their utmost to avoid and/or discourage any situation involving the
potential misuse of funds, materials, equipment or property.
4. Trust
Fidelidade Macau and Fidelidade Life, through its employees, shall honour its commitments and contracts with third parties and comply with
all undertakings.
5. Transparency
Employees of Fidelidade Macau and Fidelidade Life:
► Shall be honest and straightforward in their personal and professional affairs.
► Shall keep records, transactions and all information media perfectly organized.
► Shall avoid any situations of omissions or potential misunderstandings in all dealings with customers (direct sales, marketing, mediation
channels).
► Shall provide its customers with precise information on the contents, use and maintenance of its various products.
► Shall be aware of the relevance, exactness, organisation and opportunity of all information provided to the market and supervisors.
6. Impartiality / fairness
Employees of Fidelidade Macau and Fidelidade Life shall treat their customers fairly and courteously.
Fidelidade Macau and Fidelidade Life shall adopt a non-discrimination policy with regards to its employees, giving them equal opportunities in
terms of knowledge development opportunities and career prospects, and shall not punish or prejudice any employees who inform their
superiors of illegalities or infringements of internal standards and codes.
7. Secrecy
Employees of Fidelidade Macau and Fidelidade Life must keep any information that comes to their knowledge exclusively on the basis of the
performance of their duties confidential and may not disclose any information on the company’s affairs or its relationship with customers.
8. Responsiveness / straightforwardness
Fidelidade Macau and Fidelidade Life are not only amenable and open to its customers’ or employees’ complaints and recommendations but
has also implemented mechanisms to ensure that replies are always given.
9. Public statements
Employees of Fidelidade Macau and Fidelidade Life may only make public statements concerning the company, if authorised to do so in
advance by the general management.
10. Privileged information
Unless expressly authorised by the board of directors of Fidelidade Macau and/or Fidelidade Life, employees of Fidelidade Macau and
Fidelidade Life may not disclose any privileged information concerning any group company, when this may result in any commitment or
damage their interests, even if potential.
11. Conflicts of interest
Employees of Fidelidade Macau and Fidelidade Life must inform their superiors of any situations liable to cause conflict between their
personal interests and those of the company. Furthermore, they should not be involved in any appraisal and decision relating to
operations or processes in which they, their spouses, relatives having a collateral affinity of up to the first degree or companies or other
collective bodies directly or indirectly controlled by them are involved.
12. Dignity and citizenship
Fidelidade Macau and Fidelidade Life, in its activities, evidences its respect for citizens’ dignity and human rights. It does not have any
business dealings with entities that fail to respect human rights and with discriminatory or socially reprehensible working practices.
Fidelidade Macau and Fidelidade Life respect the socio-cultural characteristics of the communities in Macau (China).
Fidelidade Macau and Fidelidade Life and all their employees shall not be involved in any activities directly or indirectly related to
corruption, money laundering, drug trafficking, financing of terrorism or criminal activities.
13. Individual creditworthiness
Employees of Fidelidade Macau and Fidelidade Life must refrain from any activities which may affect their creditworthiness,
e.g. obtaining loans from other employees or customers; obtaining expensive or inappropriately large loans from third parties;
writing bad cheques; and gambling, except for any games of a societal nature organised by any authorised bodies.