Empowering you to make better decisions
Making a claim
If you need to make a claim, please contact us in the first instance so that we can assist you with your claims process. To commence your claim we will require an initial claim form, and a medical report. We will guide you through the whole process until the claim is closed. In some cases this process can endure for multiple years depending on your life event.
If you are un-happy
If you are dissatisfied in anyway with our service, or the service of one of the insurance companies we work with, we want to know about it and we want to get it right for you. We have a formal complaints handling process, and we will try to reach a satisfactory resolution with you as soon as possible.
You can make a complaint by emailing [email protected], or by calling (03) 344 5966. You can also write to us at:
PO Box 37-310, Halswell, Christchurch 8025.
When we receive a complaint, we will consider if following our internal complaints process:
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We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
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We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
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We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Disputes Resolution Services Limited (FDRS).
FDRS provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction.
You can contact FDRS by either emailing, calling or writing to them at:
Financial Disputes Resolution Service
Freepost 231075
PO Box 2272
Wellington 6140
Ph: 0800 337 337
Email: [email protected]