How Insured NZ Brokers Limited handles your complaint

At Insured NZ, your client experience is of the utmost importance to us in delivering you insurance solutions. We appreciate your feedback. To provide feedback, we welcome you to contact andrew.pook@insurednz.co.nz or get in touch with your trusted Insured NZ Brokers Limited (InsuredNZ) team member directly. If you would like to make a complaint, please follow the process below.

Part One: Acknowledgement & Resolution

Contact your Insured NZ Broker at your local office by telephone, email or in writing to explain your problem. You will find the address and phone number of the local office on your invoice or on our website at www.insurednz.co.nz.

Your InsuredNZ Broker will work with you and endeavour to resolve your complaint.

If we are not able to resolve your complaint within two (2) business days, we will:

  • formally acknowledge receipt of your complaint and provide an estimate of the timeframe for a fuller response;

  • provide you with an overview of our complaints process;

  • provide information about our free, independent, dispute resolution scheme, that may help to investigate or resolve your complaint.

Part Two: Further Investigation & Response

If your complaint cannot be resolved locally, your complaint will be referred for further review and investigation by InsuredNZ Complaints Team.

Insured Complaints Team will keep you updated as your complaint is investigated and will provide you with a decision or proposal for resolution within 20 business days of your original complaint. If your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of its progress.

Part Three: Your Right to Complain to IFSO

If we are unable to resolve your complaint within 30 working days to your satisfaction, you may contact Insurance & Financial Services Ombudsman Scheme Inc.

This is a free, independent dispute resolution service, who may help investigate or resolve your complaint.

Insurance & Financial Services Ombudsman Scheme Inc.

Post:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
NEW ZEALAND

Physical:
Insurance & Financial Services Ombudsman Scheme
Level 2, Solnet House
70 The Terrace
Wellington 6143

Freephone: 0800 888 202

Telephone: 04 499 7612

Email: info@ifso.nz