Make a Complaint

Complaints handling and dispute resolution

Our goal is to always provide you with the highest levels of quality service and support. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Your feedback helps us continue to improve the products and services we offer. We are committed to sorting things out as quickly and as possible, and we assure you that we will address your complaint quickly and sincerely.

We have a well-established and highly effective escalation process, meaning we will work with you to address your concerns as quickly as possible, whilst still providing you with options to take the matter further if you are unhappy with the outcome.

Step one – Talk to us

You can let us know about your concern in any of the following ways. A quick chat, email, or meeting with one of our staff is often all that’s needed to sort out your concern.

Please set out the nature of your complaint, and the resolution you are seeking. We will acknowledge receipt of this within 24 hours. We will then record your complaint in our Complaints Register and notify our Licence Holder. We may want to meet with you to better understand your issues. We will then investigate your complaint and provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know. If we cannot agree on a resolution, you can refer your complaint to our external dispute resolution service. This service is independent and will cost you nothing and will assist us to resolve things with you.

Step two – Ask the Insurance Ombudsman to help

We hope that your complaint has been resolved to your satisfaction before this stage. If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then seek help from our dispute’s resolution scheme, the Insurance & Financial Services Ombudsman Scheme (IFSO) which provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

How to Contact the Insurance Ombudsman

  • Call: 0800 888 202
  • Email: info@ifso.nz
  • Write to: Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington 6143

Website: ifso.nz