Houseura · Ethics & Code of Conduct
How we work and make decisions every day
A home is the biggest financial and personal thing that most families will have in their life and we do not take that lightly.
This code is relevant to all employees, contractors, partners and agents of Houseura – no exceptions. It is not a check-off exercise. It’s who we are.
Our core principles
Honesty over comfort
We explain to customers what they have in their policy- particularly what they do not have. No fear-based upselling, no burying exclusions.
Fair treatment, always
The customers are all given equal quality of service irrespective of the zip code, home value, race, religion, gender, or national origin.
Project concerns handled with integrity
We evaluate claims based on merit, rather than on what will be cheapest to us. Adjusters are judged to be accurate and fair-minded, not on the extent of denial.
Privacy as a right
There is no monetization of customer data. Only the individuals who require it can have access to it, which is logged and audited periodically.
Accountability without blame-shifting
We take ownership of our mistakes. We mend them immediately, communicate effectively, and learn.
Sustainable practices
Our underwriting and investment decisions take into account long-term community impact and not quarterly margins.
Site Safety & Compliance
Houseura is in compliance with all proper building and safety standards as well as local government requirements. Safe work practices and personal protection equipment (PPE) are compulsory on every project site.
Environmental responsibility
Our company promotes the management of materials, the reduction of waste, and ecologically friendly building processes in all circumstances.
Standards of conduct
Customer interactions
- Report all relevant policy terms before purchase, in simple language.
- Answer questions in a period of one business day.
- Do not employ high-pressure, misleading, and deceptive sales.
- Inform customers of the change of cover no less than 30 days.
Zero tolerance
- Discrimination in underwriting, pricing or claims due to a covered class.
- Reprisal against anybody who makes a report in good faith.
- Gifts, kickbacks or referral payments that lead to a conflict of interest should not be accepted.
- Doctors falsifying records or distorting policy conditions.
- Violation of customer data including unauthorized access or sharing.
Workplace behavior
- Be respectful of colleagues irrespective of position or rank.
- Report any possible violations in good time.
- Protect internal business information.
- Receive all the necessary ethics training every year – no senior employee exemptions.
- Reveal external work or board membership that might be at odds with your position.
Digital & AI use
- Underwriting AI tools should be audited against discriminative outputs once a year.
- Human review of automated decisions that have a material impact on coverage should be available.
- AI that interacts with customers should be made known as AI – no imitation of humans.
- Never enter non-public customer information in unapproved AI applications.
Conflicts of interest
Disclose before you act
Before becoming engaged with a professional vendor, partner, or competitor, any personal monetary interest in such a party must be disclosed to your manager and the HR. Come out first – do not even wait to know whether it counts.
Gifts & entertainment
Vendor/partner gifts should not be worth more than 75 dollars. Business meals are welcome; the tickets to any events, travelling or cash equivalent gifts should be pre-approved.
Outside activities
It is prohibited to work or invest substantially in a competitor, contractor or vendor without written permission. Much like in non-profits, board seats are typically allowed with notice.
Enforcement
Report received
Any reports, whether anonymous or named, are registered and recognized in less than 3 business days.
Independent review
Legal & Compliance reviews matters, and external counsel is engaged in matters related to senior leadership.
Findings & action
Proved violations lead to remedies, disciplinary measures to termination, and regulatory reporting where necessary.
Reporter update
The named reporters get a summary result. Status can be checked by anonymous reporters with the help of the case reference number.