Resolving your complaints:
If you think we have let you down in any way, or our service is not what you expect (even if through one of our agents or representatives), please tell us so we can help. You can tell us by phone, in writing or in person. Should you tell us in writing it will help to send us the full details of your complaint together with any supporting documents and an explanation of what you want us to do. If you would like to come in to talk to us face to face, please call and we will arrange an appointment for a meeting.
Relevant contact details are:
Complaints Manager – Accountancy Insurance
Level 4
5 Short Street
Newmarket, Auckland 1023
0800 001 299
enquiries@accountancyinsurance.co.nz
What we will do to resolve your complaint:
When you first let us know about your complaint or concern, we will contact you to acknowledge your complaint, usually within 24 hours.
If your complaint is in regards to any additional services that we provide outside of policy coverage and claims:
Stage One
We will listen to you, consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours.
If you are not satisfied with this person’s decision on your complaint, then it will be referred to the relevant Operations Manager, who will contact you within 5 working days.
Stage Two
Should you not be satisfied with the Operational Manager’s decision, then it will be referred to the General Manager (or their delegate). We will send you our decision on your complaint as soon as possible and, in any event, within 10 working days from the date you first made your complaint.
If the complaint has to do with policy coverage or claims:
Stage One
We will refer your complaint to the underwriters of the policy, who will investigate and issue a decision on your complaint within 10 working days. Where further information, assessment or investigation is required, they will agree to reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.
Stage Two
In the unlikely event that this does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact Lloyd’s Underwriters’ General Representative in New Zealand at:
Mr Scott Galloway
c/o Hazelton Law
PO Box 5639
Wellington New Zealand
+ 64 4 472 7582
idrnz@lloyds.com
You will receive an acknowledgement within 5 business days, and will be kept informed of the progress of the review at least every 10 business days. If the matter cannot be resolved at stage two and/or it has been more than two months since the complaint was made, you will be advised of the reasons for this via a ‘deadlock’ letter and advised of your right to elevate the matter to IFSO.
What if you are not satisfied with our final decision?
We expect our procedures will deal fairly and promptly with your complaint. However if you are not satisfied with our final decision there are external dispute remedies such as mediation, arbitration or legal action.
External dispute resolution
If your complaint is still not resolved in a manner satisfactory to you, you may refer the matter to the Insurance & Financial Services Ombudsman (IFSO) who can be contacted by post at:
PO Box 10-845
Wellington 6143
New Zealand
At their physical address:
Insurance & Financial Services Ombudsman Scheme
Level 2, Solnet House
70 The Terrace
Wellington 6143
Or via:
Freephone: 0800 888 202
Tel: 04 499 7612
Email: info@ifso.nz
Website: https://www.ifso.nz/
Insurance Council of New Zealand:
Lloyd’s is a member of the Insurance Council of New Zealand and its New Zealand coverholders adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers.