Not happy? We want to hear about it.
Our customers are the lifeblood of our business. So, if you’re not happy with our service or anything else – please let us know. We’ll do all we can to resolve your complaint as quickly as possible. If we are not able to resolve your complaint immediately, we’ll follow our complaints process keeping you updated throughout.
There will be cases that require more investigation and collection of information which can take a bit longer, but we’ll be sure to keep you informed during this process.
Our complaints process.
We’ll do our best to resolve your complaint right away. Where we can’t do this, we’ll acknowledge your complaint within 2 working days of receipt and do our best to provide a full response within 10 working days. If it takes longer than expected, we’ll keep you updated of progress. If you’re not satisfied with the outcome, you can ask for your complaint to be escalated.
Your complaint can be escalated to our complaints committee for review. The complaints committee has members from different areas of our business who will review your concerns. We aim to refer your complaint to our committee within 5 working days of your request.
Tell us what your concerns are.
Or, you can fill in the online form.
What if you're still not happy?
If you’re not satisfied with the outcome from the complaints committee, we can issue a letter of deadlock. You can then refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO), an independent organisation which resolves disputes between consumers and insurance and financial services companies. It’s a free service to consumers.
Not all complaints can be heard by the IFSO so there are a few things to check when getting in touch with IFSO – please see their website. Please note that you’ll need to refer your complaint to the IFSO within 3 months of receiving the letter of deadlock from us.
0800 888 202 (free phone)
PO Box 10-845, Wellington 6143