Consumer Advice

Please find below information and links to some of the key insurance industry bodies, including links and information regarding Consumer Disputes procedures. Please select from the following:

IA Compliments and Complaints Resolutions

    • 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.
    • Complaints are an important part of maintaining and improving our standards. If you have any complaints regarding service or products, your first call is to talk to your Financial Service Provider (FSP) directly or to contact your FSP’s manager.
    • 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 MethodDescription
OnlineComplete a Feedback form
Phone*Free Call: 0800 524 760 (within NZ) or +64 9 5247600 and ask for the complaints officer.
Emailcomplaints@ianz.co.nz
MailPrint a Feedback Form and send to the following address: Insurance Advisernet New Zealand Ltd, PO Box 37670, Parnell, Auckland 1151

 

  • If your complaint is unresolved after 40 working days of making a complaint, under the Financial Service Providers (Registration and Dispute Resolution) Act 2008, every FSP must be a member of either an approved dispute resolution scheme, or the reserve scheme, in respect of a financial service provided to a retail client. There are three schemes available to members.
  • Please refer to the FSP Disclosure Document which you should have been supplied with at the time of your initial service.  This will advise which scheme your FSP is a member of. If you do not have access to this, then you can refer to the FSP Register, which will advise the membership details of the individual or company concerned or ask your FSP for the details.

Financial Services Complaints Limited (FSCL)

Insurance Advisernet and most of our Members are participants of Financial Services Complaints Limited (FSCL).
FSCL is an independent, not for profit External Dispute Resolution (EDR) scheme approved by the Minister for Consumer Affairs.
FSCL provides dispute resolution services to participating FSP’s and their clients. FSCL is able to make formal Determinations which are binding on FSP’s.
There is no cost to the client to make a complaint to FSCL.
 You may click here to go to the FSCL website , or alternatively you can contact them:

Telephone: 0800 347 257
Email: complaints@fscl.org.nz
Post: FSCL, PO Box 5967, Wellington 6145.

The other External Dispute Resolution scheme providers are:

Insurance Brokers Association of New Zealand (IBANZ)

IBANZ represents the interests of the Fire & General insurance broking sector in New Zealand.
All of Insurance Advisernet Member Brokers are required to be IBANZ members and must agree to abide by the IBANZ Code of Conduct. A copy of this code is available here.

If you feel that your FSP has breached the code, you may make a complaint to IBANZ.
Please click here for more information.

Insurance Council of New Zealand

The Insurance Council of New Zealand (ICNZ) was established in 1895 to represent the fire and general insurance industry in New Zealand.
The Insurance Council is governed by a Board of 10 members, appointed annually at the AGM. The Council aims to assist members in key areas affecting their business through effective advocacy and communication.
ICNZ plays an active role in representing the insurance industry. Our members are all licensed under the Insurance (Prudential Supervision) Act 2010 and are signatories to the Fair Insurance Code that requires insurers to act ethically. The Council also performs an important role in informing and educating consumers about key insurance issues and risks

Fair Insurance Code

All members of the Insurance Council must comply with the Fair Insurance Code.

Financial Markets Authority

The Financial Markets Authority (FMA) is an independent Crown entity. They are responsible for ensuring public confidence in our financial markets and supporting the growth of New Zealand’s capital base through effective regulation.

Ministry of Business, Innovation and Employment

The enforcer and regulator of company and financial services laws to protect consumers, investors and creditors.