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.

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

If you’re unhappy with the answer, get in touch with their Team Leader. 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, contact IAG by writing to:

The Chief Executive Officer, IAG

Private Bag 92130

Auckland 1142

We’ll acknowledge your complaint within five working days and make sure it’s investigated. We will write to you with the outcome within 10 working days – or, if no decision has been made, we’ll give you an update on the progress we’ve made. 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. This is a free and independent scheme that considers complaints relating to insurance claims. It has the authority to make decisions that are binding on insurance companies for claims up to the value of $200,000 (excluding GST).

You can use the Insurance & Financial Services Ombudsman scheme if we have been unable to resolve your complaint and we have told you that we have reached a point called ‘deadlock’. You must contact the Insurance & Financial Services Ombudsman office no later than three months after this point.

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.