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Our staff are trained to listen and obtain the necessary facts. They will try to reach a mutually agreeable solution with you. If any dispute does arise, please ask for the assistance of the Claims Team Leader, who may be contacted by phoning 0800 80 24 24

If for any reason you are still unhappy with the outcome of your complaint, you should

Contact the office you have been dealing with

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

Step 2: 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.

Write to or email our Manager

Tell this person why you are not happy and what you think should be done. Please include your address and contact telephone number.


By mail:
Roger Wallace
General Manager Claims Performance
State Insurance
Private Bag 92130
Victoria Street West
Auckland 1142

By email:
customersupport@state.co.nz

We will:

  • Acknowledge your complaint within three working days.
  • In most cases investigate and resolve your complaint within two weeks. If this is not possible, we will advise you of progress within 10 working days. We will tell you within 2 months if we are unable to resolve your complaint.
  • If you feel, after receiving our final decision, that your complaint has still not been settled to your satisfaction through our internal complaint procedure.

You can:

Approach the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme)

AMI is a member of the IFSO Scheme. This is a completely independent authority that will carry out an impartial investigation of any complaint coming within the IFSO Scheme’s Terms of Reference.

How to contact the IFSO Scheme:

By phone: 0800 888 202

By email: info@ifso.co.nz

Write to: PO Box 10845, Wellington

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