We’ll always do our very best to get things right and provide you with the service you expect from us. However, if things go wrong we want to resolve the problem as quickly as possible.

Here’s what you can do:

Contact the office you've been dealing with

Step one: 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. It's 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

Step 3: Next, write to:

Michelle Boulger

General Manager

State Travel Insurance

Private Bag 92130 Victoria Street West

Auckland 1142

We’ll acknowledge your complaint within three working days from when we receive it and make sure it’s fully investigated. You’ll receive written advice of the outcome within 10 working days – or, if no decision has been made, we’ll give you an update on the progress of your case.

Step 4: Finally, if we're unable to resolve your complaint within two months of receiving it from Step 3, we’ll tell you. We’ll also tell you of your rights under the Insurance and Savings Ombudsman scheme which considers complaints relating to insurance claims. This is an independent scheme that’s free of charge to you.

The Insurance and Savings Ombudsman has the authority to make binding decisions upon insurance companies for certain claims up to the value of $200,000 (excluding GST).

Should you wish to have your complaint considered by the Insurance and Savings Ombudsman, you'll need to complete Steps 1 – 3 above first.

You need to contact the Insurance and Savings Ombudsman office no later than two months after we inform you that a deadlock has been reached with your complaint. You can contact the Insurance and Savings Ombudsman.

Phone: 0800 888 202 or (04) 499 7612

Fax: (04) 499 7614

Mailing address: PO Box 10-845, Wellington 6143.

You’ll find additional information and contact details at http://www.iombudsman.org.nz