If things haven’t gone as expected and you feel let down, please tell us. We’ll do our best to sort things for you.
Let us know what your concerns are. You can either:
If you need help making a complaint, please call our Extra Care number 0800 694 448 and let us know how we can assist you.
If you are deaf, hard of hearing, deafblind or have speech communication difficulties, you can also contact us through NZ Relay.
If English isn’t your preferred language, we will do our best to find someone who can interpret for you.
We'll acknowledge your complaint within five working days. Where possible, we’ll aim to resolve it on the spot. But if we need more time, we’ll let you know. And we’ll keep you updated on our progress.
If we can’t reach a resolution together, you’ll be referred to a senior member of staff. They’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.
If after working with a senior member of staff, we haven’t been able to resolve your complaint , we’ll escalate your case to a Customer Resolution Specialist to review.
If we can't resolve your complaint, we’ll let you know in writing. You may choose to refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme, which considers complaints that fall within its jurisdiction.
The IFSO is an independent authority.
The IFSO Scheme is approved by the Minister of Commerce and Consumer Affairs to provide an external dispute resolution to consumers. They’ll carry out an impartial investigation. This is a free and independent service.
The IFSO can be contacted by:
We follow the Fair Insurance Code as a member of ICNZ. Plus, with our Fair Conduct Programme (FCP) we’re all about treating you fairly.
If you're experiencing circumstances where you'd benefit from extra care and support, or you have accessibility needs, we've put together some information on how we can help.
Deaf, deafblind, hard of hearing or having speech difficulties?
You can use New Zealand Relay Services to communicate with us by phone.
