Complaints Process
We take all complaints seriously and are committed to resolving them fairly and quickly
Our Commitment to You
At InsureNZ, we strive to provide excellent service. If we fall short of your expectations, we want to hear from you and make things right.
What is a Complaint?
A complaint is an expression of dissatisfaction about our service, staff conduct, or the handling of your insurance comparison request. This includes issues with:
- Quality of service or advice provided
- Delays in processing your request
- Errors in quote information
- Staff behavior or professionalism
- Privacy or data handling concerns
- Billing or commission disclosure issues
Step 1: Contact Us Directly
We encourage you to contact us first to discuss your concerns. Many issues can be resolved quickly through direct communication.
Contact Options
Or email us directly below
Via email or contact form preferred
Step 2: Formal Complaint Process
If you're not satisfied with the initial response, you can lodge a formal complaint:
Submit
Submit your complaint in writing with all relevant details
Acknowledge
We'll acknowledge your complaint within 24 hours
Resolve
We aim to resolve complaints within 5 business days
Information to Include
To help us resolve your complaint efficiently, please include:
- Your full name and contact details
- Date and time of the incident
- Names of any staff members involved
- Clear description of what went wrong
- How the issue affected you
- What outcome you're seeking
- Any relevant documentation or screenshots
Our Response Process
Immediate Acknowledgment
We'll confirm receipt of your complaint within 24 hours and assign a reference number for tracking.
Investigation
Our complaints manager will investigate your concerns thoroughly and may contact you for additional information.
Resolution
We'll provide a written response within 5 business days, or sooner where possible, explaining our findings and proposed resolution.
Step 3: External Dispute Resolution
If you're not satisfied with our response, you can escalate your complaint to an external dispute resolution service at no cost to you.
Insurance & Financial Services Ombudsman (IFSO)
InsureNZ is a member of the IFSO scheme, which provides free, independent dispute resolution services for financial service complaints.
Other Regulatory Bodies
You may also contact these regulatory bodies if your complaint relates to:
Complaint Register
We maintain a register of all complaints and their outcomes to help us improve our service. Your complaint will be recorded and used to identify areas for improvement in our processes and training.
Ready to Make a Complaint?
We're here to help resolve any issues you may have. Don't hesitate to reach out – your feedback helps us improve.
Last updated: September 26, 2025