Compliments and Complaints

At Insurance Advisernet we are committed to providing you with excellent customer service and quality products. If you believe that we have not delivered in a particular area we would like to hear your comments.

If you are not fully satisfied with the services provided by a member of IANZ, please contact your financial adviser or financial advice provider directly.  

If your financial advice provider holds its own licence, they will deal with your complaint through their own internal complaints process.

If your finance advice provider operates under IANZ’s licence, they will refer your complaint to IANZ if a satisfactory resolution is not able to be achieved.  IANZ ’s complaints officer will formally acknowledge your complaint in writing and will endeavour to resolve your complaint fairly and in a timely manner. 

If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service, you can contact us using the following methods:

Contact Method
Description
ONLINE
Complete a Feedback Form
PHONE
*Free Call: 0800 524 76 (within NZ) or +64 9 524 7600 and ask for the complaints officer.
EMAIL
Email complaints@ianz.co.nz
MAIL
Print a Feedback Form and mail to the following address:
Insurance Advisernet New Zealand Ltd
Complaints Officer
PO Box 37670,
Parnell, Auckland 1151
 

When we receive a complaint, we will handle your complaint in an open and transparent manner and will endeavour to resolve your complaint fairly and within 20 days. If we have not resolved your complaint within 20 days we will provide you with a written update as to the reason for the delay, what action is underway to resolve your complaint and advise you of the anticipated timeframe for a response.

In handling your complaint, there are a number of remedies available to us, including but not limited to;

  • An apology or explanation;
  • Liaison with insurers and/or premium funders to find a mutually agreeable outcome to your complaint;
  • Claims advocacy including support to address your complaint via the Insurer internal dispute resolution process.

If you are unable to resolve your complaint with IANZ, you may refer it to Financial Services Complaints Limited (FSCL), of which IANZ is a member. FSCL is an approved independent dispute resolution scheme which handles complaints against financial service providers, including insurance brokers. FSCL is free to consumers and its decisions are binding on IANZ (but not on you). Further information about FSCL is available from IANZ and/or from www.fscl.org.nz. You may contact FSCL directly on 0800 347 257.

 

Complaints Procedure