What you can expect to happen

Step 1

Let us know what your concerns are:

  • Call 0800 80 24 24
  • Email us
  • Complete this form
  • Write to:
    Manager - Customer Support
    State Insurance
    Private Bag 92130
    Victoria Street West
    Auckland 1142
We'll acknowledge your complaint within five business days.

Step 2

If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten 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’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is a independent authority that will carry out an impartial investigation. Find out more at https://www.ifso.nz/complaints.

Our phone lines are much busier than usual, so there may be a long wait.

Did you know you can pay, claim, cancel, and more online? View all online options.

Alternatively, talk to Sam, our Chatbot, who can help with simple insurance questions.