COMPLAINTS PROCESS

Resolving a Complaint or Problem

Our goal is to provide you with the highest levels of quality service and support at all times. However, 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 to sorting things out as quickly and fairly as possible.

We aim to resolve complaints within 10 working days but this is not always possible, particularly for more complex issues, We will keep in contact with you throughout the process and may request further informatin to help us understand your concerns and resolve them. We will contact you to let you know how we propose to resolve or otherwise deal with your complaint.

Step 1: Talk to us

Let us know your concern by: 

  • emailing your adviser or admin@pic.co.nz
  • calling your adviser or our main line on 0508 742 742
  • completing the complaint form at the bottom of this page
  • writing to PO Box 58842, Botany, Auckland 2163

A quick chat, email or meeting is often all that's needed to sort out your concern.

Step 2: Contact our Complaints Officer

If you feel that your concern was not resolved to your satisfaction, you can contact our Complaints Officer by:

  • completing the complaint form at the bottom of this page
  • emailing complaints@pic.co.nz
  • writing to PO Box 58842, Botany, Auckland 2163, addressing your letter to “The Complaints Officer”

Please include details about your complaint, referring to any relevant policies and including what happened to cause your concern and what you would like to see happen as a result.

Step 3: Contact the Insurance Ombudsman

We hope that your complaint is resolved to your satisfaction before this stage. However, if we cannot agree on how to resolve it, we will send you a letter of deadlock.

You may then seek help from our dispute resolution scheme, the Insurance and Financial Services Ombudsman Scheme (Insurance Ombudsman). The Insurance Ombudsman provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

You can contact the Insurance Ombudsman by:

  • emailing info@ifso.nz
  • visiting their website at ifso.nz
  • calling 0800 888 202
  • Writing to Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington 6143

Complaints Form

Your Contact Details

Incident Details