Our aim is to provide you with the highest level of service but we recognise this might not always be the case. If you do have a complaint please follow these guidelines.
How to make a complaint
- If possible raise your concerns directly with the staff member you have been dealing with; or
- Complete the feedback form located here; or
- Email [email protected]
What happens when I make a complaint?
We will acknowledge your complaint within 3 working days.
Here is how we'll sort it out
Step 1 - Let's sort it out
A suitable team member will review your complaint and may contact you for more information.
We aim to resolve your complaint within 10 working days of receipt but will contact you if it's going to take longer.
Step 2 - Internal Review
If we can't sort it to your satisfaction your complaint will be escalated to a senior staff member or our full complaints team for review.
Step 3 - External Review *only applicable to complaints regarding Police Health Plan
If this process fails to reach a satisfactory resolution you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) within two months from the date of the deadlock letter that we will provide you.
If we fail to provide you with a deadlock letter, you must contact IFSO within three months of the date of your original complaint.
See www.ifso.nz or call 0800 888 202 for more information on the IFSO Scheme.
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
New Zealand
Fire & General Insurance Complaints
If you have concerns or complaints regarding the service you have been provided by NZI (part of the IAG Group), click here.
Life Insurance Complaints
If you have concerns or complaints regarding the service you have been provided by AIA, click here.
Travel Insurance Complaints
If you have concerns or complaints regarding the service you have been provided by Allianz Partners, you can find more information here.