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.
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.
Relevant Contact Details are:
Complaints Manager – Accountancy Insurance
5 Short Street
Newmarket, Auckland 1023
0800 001 299
Insurance Council of New Zealand
We have adopted the Fair Insurance Code developed by the Insurance Council of NZ (ICNZ), which provides you with assurance that we have high standards of service to our clients.