The four-step process for dealing with customer complaints

If you have a problem
We’ll always do our very best to get things right and provide you with the service you expect from us.  However, sometimes things do go wrong – so when they do, we want to resolve the problem as quickly as possible.

Here’s what to do:

Your first steps are to contact the office you have been dealing with

Step 1   First, discuss your problem with the person you’ve been dealing with.  Talk through your concerns and we’ll try to resolve it.

Step 2   Second, if you’re still unhappy with the answer, contact their Team Leader.  At this stage it is best to put your complaint in writing.  But if you prefer, you can phone the Team Leader instead.  They’ll acknowledge that your complaint has been received, investigate the matter and then inform you of the outcome.

If you’re not satisfied with this outcome
 
Step 3   Next, write to:
The Chief Executive Officer, IAG,
Private Bag 92130
Auckland 1142.

We’ll acknowledge your complaint within three working days and make sure it’s fully investigated.  You’ll receive written advice of the outcome within 10 working days – or, if no decision has been made, we’ll give you an update on the progress of your case.

Step 4   Finally, if we are unable to resolve your complaint within two months we’ll tell you.  We’ll also tell you of your rights under the Insurance & ​Financial Services Ombudsman scheme which considers complaints relating to insurance claims. This is an independent scheme that’s free of charge to you.

The Insurance & Financial Services Ombudsman has the authority to make decisions binding upon insurance companies for certain claims up to the value of $200,000 (excluding GST).

Should you wish to have your complaint considered by the Insurance & Savings Ombudsman, you have to complete steps 1 – 3  above first.

Next, you must contact the Insurance & Financial Services Ombudsman office no later than three months after we informed you that deadlock has been reached with your claim.  You can contact the Insurance & Financial Services Ombudsman by phoning 0800 888 202 or (04) 499 7612, by fax at (04) 499 7614 or by writing to PO Box 10-845, Wellington 6143.

You’ll find additional information and contact details on the web at www.ifso.nz

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