Resolving complaints

The following process is in place to help resolve your complaint.

We’re committed to providing a quality service to our customers but we recognise that things can go wrong and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right quickly or explain something we could have made clearer.

What you can expect to happen

Step 1

Let us know what your concerns are:

  • Contact your insurance broker who arranged your policy.
  • Submit a complaint form here.
  • Write to Manager, Customer Resolutions, NZI Insurance and either

We’ll acknowledge your complaint within five business days of receiving.

Step 2

If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.

Step 3

If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.

Step 4

If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is an independent authority that will carry out an impartial investigation.

The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers.  It offers a free and independent complaints service. 

The IFSO can be contacted in the following ways:

Phone: 0800 888 202

Email: info@ifso.nz

Website: www.ifso.nz