Resolving your complaints

If you think we have let you down in any way, or our service is not what you expect (even if through one of our agents or representatives), please tell us so we can help. You can tell us by phone, in writing or in person. Should you tell us in writing it will help to send us the full details of your complaint together with any supporting documents and an explanation of what you want us to do. If you would like to come in to talk to us face to face, please call and we will arrange an appointment for a meeting.

What we will do to resolve your complaint

When you first let us know about your complaint or concern the person trying to resolve your complaint will listen to you, consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours.

If you are not satisfied with this person’s decision on your complaint, then it will be referred to the relevant Operations Manager, who will contact you within 5 working days.

Should you not be satisfied with the Operational Manager’s decision, then it will be referred to the General Manager (or their delegate). We will send you our final decision within 15 working days from the date you first made your complaint.

Relevant Contact Details are:

Complaints Manager – Accountancy Insurance
Level 4
5 Short Street
Newmarket, Auckland 1023

0800 001 299

What if you are not satisfied with our final decision?

We expect our procedures will deal fairly and promptly with your complaint. However if you are not satisfied with our final decision there are external dispute remedies such as mediation, arbitration or legal action.

External Dispute Resolution

If your complaint is still not resolved in a manner satisfactory to you, you may refer the matter to the Insurance & Financial Services Ombudsman (IFSO) who can be contacted by post at:

PO Box 10-845
Wellington 6143
New Zealand

At their physical address:
Insurance & Financial Services Ombudsman Scheme
Level 2, Solnet House
70 The Terrace
Wellington 6143

Or via:
Freephone: 0800 888 202
Tel: 04 499 7612

Insurance Council of New Zealand

Lloyd’s is a member of the Insurance Council of New Zealand and its New Zealand coverholders adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers.