Our aim is to provide you the highest level of service possible however, we recognise that there is always room for improvement and at times we may encounter a problem. If you have a concern or complaint we will try to resolve them as quickly as possible. Our following process aims to address your concerns.
Tell us your concerns. You can call us on 0800 500 122 to speak to a member of our Member Services team.
If your complaint has not been resolved by Step 1, you can put your concerns in writing by emailing [email protected] or by letter to PO Box 12344, Thorndon, Wellington 6144. You may also submit your complaint online via our online form. Our Complaints team will investigate your concern and respond to you in writing within 5 business days.
If we require more time to investigate your concern, we will contact you about the extended timeframe and endeavour to provide you with a written decision within 10 working days of your contact.
We belong to the Insurance & Financial Services Ombudsman Scheme (“IFSO Scheme) which is a free, and independent dispute resolution service. If you are dissatisfied with the outcome of your complaint, you can contact the IFSO office 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 the IFSO within three months of the date of your original complaint.
See www.ifso.nz or call 0800 888 202 for information on the IFSO Scheme.
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845