We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

What you can expect to happen

Step 1: Let us know what your concerns are. Contact your insurer directly by phone, email or writing a letter. We’ll acknowledge your complaint within five business days.

Step 2: If we’re unable to come to a resolution together, you’ll be referred to a manager. Our aim to investigate and resolve your complaint within two weeks. If this is not possible, we'll advise you of progress within 10 business days.

Step 3: If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.

Step 4: If we are unable to resolve your complaint, we’ll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is an independent authority that will carry out an impartial investigation.

The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers.  It offers a free and independent complaints service. 

The IFSO can be contacted in the following ways:

Phone                   0800 888 202

Email                     info@ifso.nz

Website                www.ifso.nz