We are here to listen to you. Your feedback is important to us, so if you are not happy with something - anything, please let us know. That way, we can try get it sorted for you quickly and fairly


WHO TO CONTACT?

The most important factors in getting your complaint dealt with as quickly and efficiently as possible are:

  • to be sure you are talking to the right person, and

  • that you are giving them the right information.

STEP ONE - INITIATING YOUR COMPLAINT

In the first instance, contact Insure Direct by

  • Calling us on 0800 505 885 (Monday to Friday 9am – 5pm,) or 

  • Emailing us on help@insuredirect.co.nz

  • Writing to us at Insure Direct - PO Box 74088, Greenlane, Auckland 1546

Please ensure that you provide the following information to us

  • Your name and address

  • Your Policy number

  • What is your complaint? 

  • What do you want done to resolve the complaint?

We expect that the majority of complaints will have been quickly and satisfactorily resolved at this stage, but if you are not satisfied, you can take the issue further.

STEP TWO - IF YOU ARE STILL UNHAPPY

Contact Tower Insurance Ltd. If your complaint is one of the few that cannot be resolved by

us please email Tower Insurance Ltd at complaints@tower.co.nz.

Timeframes

You will hear back from Tower Insurance Limited within five working days of receiving your complaint to confirm they are looking into your complaint, and they will keep you updated with progress.

Once they have all the information they need, they will aim to give you a response or an outcome within ten working days.

If your complaint requires more investigation, that will take more time, they will keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.

STEP THREE – BEYOND TOWER INSURANCE LTD

You can contact the Insurance and Financial Services Ombudsman Scheme (IFSO). The IFSO Scheme is on hand for those rare cases where customers and their insurers can’t come to a resolution. If, despite your efforts and ours, we can’t agree, you can ask us to provide you with a Letter of Deadlock.

You then have three months from the date of the Letter of Deadlock to take your complaint to the IFSO Scheme. They are a completely independent authority and their service is free. 

Tower Insurance is bound by the IFSO Scheme ruling and will fully comply with whatever they decide.

For more details visit www.ifso.nz