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Complaints & Compliments

At aibGROUP Insurance Limited, we pride ourselves in providing Financial Advice for Insurance Products to our Clients in accordance with the Standards for the Code of Professional Conduct for Financial Advice Services for Ethical Behaviour, Conduct and Client Care. Our Financial Advice provides good outcomes for our Clients. Your feedback is important to us, so whether you'd like to give a compliment or make a complaint, we'd love to hear from you.

 

For a compliment

It's always nice to hear a compliment firsthand, so if we've done a particularly great job either tell your aibGROUP Insurance Limited contact directly or send us an email to [email protected] or fill out the form below.

 

For a complaint

You can make a complaint with our Team by either calling us, using our online form or writing to us. Our Complaints Manager will review your feedback, then work with you to find a solution.

You can complete the form below

Or write to PO Box 38-485, Lower Hutt

Or call us 0800 237 747

Complaints & Compliments Form

After you lodge a complaint

  • We will acknowledge your complaint and you will receive our Internal Complaints process within 2 working days.

  • We will contact you for more information.

  • We will approach the complaint with an open mind, listen and treat each complainant as an individual and with courtesy and respect.

  • We will try to resolve your complaint quickly.

You will receive a written decision, remedies and resolution as soon as practicable.

 

What should I do if I am not satisfied after making a complaint?

If you feel your complaint is not resolved to your satisfaction using our Internal Complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (FSCL) which is a dispute resolution scheme who we are a member of. This service is free of charge, and is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to Financial Services Complaints Limited http://www.fscl.org.nz/complaints/how-make-complaint

You can contact (FSCL) at:

Postal Address: P.O. Box 5967, Wellington 6145
Email: [email protected]
Telephone: 0800 347 257
Website: http://www.fscl.org.nz/