Introducing Our Complaint Service

At IAG New Zealand Limited we are committed to providing a quality service to our customers. Our complaints procedure reflects that commitment. It recognises that things can go wrong and when they do we must identify and correct any mistake as quickly and efficiently as possible.

This information is provided to assist you if you experience a problem. It tells you how to make a complaint, what we will do if a complaint is received and what you should do if you are not satisfied with our response.

The following four-step process is in place to help resolve your complaint.  
 
Complaint process
 
Step 1 
The first step is to contact the office you’ve been dealing with to discuss the issue with the person you’ve been dealing with, and talk through your concerns. We’ll try to resolve it at this point for you.
 
Step 2
If you’re unhappy with the answer, ask to be put in contact with a Team Leader so we can escalate the issue. At this stage it’s best to put your complaint in writing, but if you prefer you can phone the Team Leader instead. They’ll acknowledge that your complaint has been received and investigate the matter for you. They’ll then inform you of the outcome.
 
Step 3 
However, if you’re not satisfied with this outcome, please forward your complaint to:
 
The Executive General Manager NZI
Private Bag 92130
Auckland 1142
 
Your complaint will be acknowledged within three working days and investigated further. You’ll receive written advice of the outcome within 10 working days, or if no decision has been made, we’ll give you an update on the progress of your case.
 
Step 4 
If we’re unable to resolve your complaint within two months, we’ll advise you. We’ll also tell you of your rights under the Insurance & Financial Services Ombudsman's scheme, which considers complaints relating to insurance claims. This is an independent scheme that’s free of charge to you.
 
The Insurance & Financial Services Ombudsman has the authority to make decisions binding upon insurance companies for certain claims up to the value of $200,000 (excluding GST). Should you wish to have your complaint considered by the Insurance & Financial Services Ombudsman, you must complete steps 1 to 3 above in the first instance.
 
You will need to contact the Insurance & Financial Services Ombudsman's office no later than three months after we inform you that deadlock has been reached with your complaint.
 
Insurance & Financial Services Ombudsman's office
 
Ph           0800 888 202 or (04) 499 7612
 
Fax         (04) 499 7614
 
Post        PO Box 10-845
               Wellington 6143
 
Web       www.ifso.nz