We pride ourselves on providing excellent customer service. Sometimes things can go wrong. If this happens, we want to hear from you so we can deal with your concerns appropriately.
Contact us and discuss your concerns first
Where reasonably possible, we will seek to resolve your complaint to your satisfaction straight away. If that is not possible, we will acknowledge your complaint in writing and provide you with information about our internal complaints process within 2 working days or, if not practicable to do so, as soon as practicable after.
We will investigate and reply to your complaint in a fair, transparent and timely manner, and may need to contact you for further information.
If you wish to raise your complaint online, please submit your complaint via our online contact form.
If you believe your complaint has not been resolved, you may want to refer the matter to our dispute resolution scheme, the Insurance & Financial Services Ombudsman (IFSO).
It is free to make a complaint to this independent dispute resolution scheme. This scheme can help to investigate or help you resolve any disagreement if it is not able to be resolved to your satisfaction using our internal complaints process.
Dispute resolution scheme
The contact details of our dispute resolution scheme are:
Phone:0800 888 202
Level 2, Solnet House, 70 The Terrace, Wellington 6143