If you are unhappy with any aspect of your insurance or the service we have provided, please let us know so we can help. Resolving complaints is as important to us as any other area of our business.
If you have a complaint please contact us by phone (0800 800 571), or email us at firstname.lastname@example.org.
If you choose to take your complaint further, we have outlined the process below. Your complaint will be reviewed by employees with the appropriate experience, knowledge, and authority.
Internal Complaints Process
We will review your complaint and, provided we have the information we need, we will respond in writing within 20 business days. If more time is needed, we will contact you by email to let you know.
If you are not satisfied with our response following Stage One, you can request that your complaint be moved on to Stage Two.
Provided we have the information we need, we will aim to respond in writing within 20 business days. If more time is needed, we will contact you by email to let you know.
You can provide us with further information which you believe assists your complaint at any time throughout the process.
External Complaints Process
If you remain dissatisfied with the outcome of your complaint after Stage Two, you can choose to have the matter reviewed independently by the Insurance & Financial Services Ombudsman (IFSO) Scheme. The IFSO provide an independent complaint resolution service and their decisions are binding on us. You have up to 3 months to contact the IFSO after our final decision at Stage Two.
For more information or to access the IFSO service please call 0800 888 202, fax 04 499 7614, email email@example.com or visit their website www.ifso.nz.