Complaint Process

Resolving a Complaint or Problem

Our goal is to provide you with the highest levels of quality service and support at all times. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Your feedback helps us continue to improve the products and services we offer. We are committed to sorting things out as quickly and fairly as possible, and we assure you that we will address your complaint quickly and sincerely.

We have a well-established and highly effective escalation process, meaning we will work with you to address your concerns as quickly as possible, whilst still providing you with options to take the matter further if you are unhappy with the outcome.

Step One. Talk to Us

You can let us know about your concern in any of the following ways. A quick chat, email or meeting with one of our staff is often all that’s needed to sort out your concern. Pop in to see us at one of our branches.

Step Two. Contact our Complaint Resolution team

If you feel that the staff member you dealt with did not resolve your complaint to your satisfaction, you can speak to the relevant Head of Division:

  • Fire and General & Domestic
  • Marine and Claims
  • Life, Health and Medical
  • Employee Benefits

Sometimes it helps to document your concerns.

Simply complete our Contact Form, including details of your complaint and what you would like to see happen as a result. You can email this to us or post it to us.

Step Three. Ask the Insurance Ombudsman to Help

We hope that your complaint has been resolved to your satisfaction before this stage. If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then seek help from our dispute’s resolution scheme, the Insurance & Financial Services Ombudsman Scheme (IFSO) which provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

How to Contact the Insurance Ombudsman

  • Call: 0800 888 202
  • Email: info@ifso.nz
  • Write to: Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington 6143
  • Website: ifso.nz