Making a complaint

It is important to us that you are happy with your cover and our service. If there’s a problem, let us know so we can try and resolve the issue quickly and fairly.

To make a complaint please complete the form below.

A staff member will try to resolve your complaint in the first instance. If we can’t do that, the complaint will be escalated to a team leader or manager who will aim to contact you within two business days.

Any complaints not resolved by the team leader or manager will be escalated to the complaints committee – a group of senior managers who meet to review and look to resolve escalated complaints.

We will try to resolve your complaint within 14 days. If that is not possible, we will keep you updated with our progress.

Getting an external review of the decision

We’ll make every possible effort to resolve your complaint quickly and fairly. If you are not satisfied with the outcome of your complaint, you have access to the Insurance & Financial Services Ombudsman (IFSO), a free, independent dispute resolution service.

To contact the IFSO please use their online complaint form or contact them:

Phone: 0800 888 202

Email: [email protected]

Post: IFSO Scheme PO Box 10-845 Wellington 6143 New Zealand

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Complaint details *For your own security, please don't include any bank details or credit card numbers.

Your personal information provided in this form will only be used for the purposes explained in our privacy policy.

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