Disputes Resolution

If You are not happy with our products, claims settlements or services, we want to hear from You. We treat Your complaint seriously. We refer it to our Internal Disputes Resolution Committee.

You should normally receive a reply from the Committee within ten (10) working days after Your written request is received. If a decision cannot be reached within that time, we contact You and inform You when You can expect a decision to be made.

We aim to settle all complaints fairly and quickly. If a dispute cannot be resolved in Your favour, You will be given the general reasons for the outcome.

We will also provide You with details of other avenues available to You, including the insurance and savings industry's external dispute resolution body, the New Zealand Insurance and Savings Ombudsman (ISO). The ISO is an independent panel and the decisions made by the panel are binding on insurance companies within certain limits.