Complaints

How to make a complaint

If something's not right, we want to know. We take every complaint seriously and we're committed to sorting things out fairly and quickly.

Get in touch:

Please include:

• Your name and contact details
• Your application or account reference number
• Details of your complaint
• What outcome you are seeking
• Any relevant documentation or correspondence

What happens next?

Here's how we will handle your complaint:

• We'll acknowledge your complaint

  We'll get back to you within 2 business days to confirm we've received your complaint.

• We'll investigate

  We'll look into your complaint thoroughly, talking to everyone involved and gathering all the information we need.

• We'll give you an answer

  You'll get a written response within 20 business days, explaining our decision and why we've reached it.

• If we need more time

  If your complaint needs more investigation, we'll let you know why and keep you updated on our progress

Still not satisfied?

If we haven't been able to resolve your complaint, or you're not happy with our response, you can take it to our independent dispute resolution provider.

Insurance & Financials Ombudsman Scheme (IFSO)

IFSO provides a free, independent investigation and dispute resolution service for customers who haven't been able to resolve their complaint directly with us.

• Email: info@ifso.co.nz
• Phone: 0800 800 802
• Website: www.ifso.nz
• Post: PO Box 10-845, Wellington 6143