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We aim 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. 

 

If you have a general enquiry, please click here.

 

How to make a complaint

 

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.

 

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
Complaints relating to Police Health Plan:

If this process fails to reach a satisfactory resolution, you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). 

Police Health Plan is a participant of the IFSO scheme, who provide a free, independent dispute resolution service to consumers. You can contact the IFSO scheme by: 

Email: info@ifso.nz
Website: www.ifso.nz or make an online complaint 
Freephone: 0800 888 202
Address: PO Box 10-845, Wellington 6143

You can find more information on what IFSO can help with here. 

 
Complaints relating to Fire & General Insurance:

If this process fails to reach a satisfactory resolution, we will refer your complaint to NZI where it will continue through their complaints process. You can find more information on NZI’s complaint process here.

 
Complaints relating to Life Insurance

If this process fails to reach a satisfactory resolution, we will refer your complaint to AIA where it will continue through their complaints process. You can find more information on AIA’s complaint process here.

 
Complaints relating to Travel Insurance

If this process fails to reach a satisfactory resolution, we will refer your complaint to Southern Cross Travel Insurance where it will continue through their complaints process. You can find more information on SCTI’s complaint process here.

 

General Feedback

At the New Zealand Police Association we welcome your feedback and invite you to share this with us. Feedback of any kind allows us to make improvements to the products and services that we provide you.  

You can contact us with your feedback at one of the below:

Last Update: April 2026