Complaints Handling & Dispute Resolution

IF are committed to raising standards of service to our customers.

The following standards apply to all complaints handling.

We will conduct complaints handling in a fair, transparent and timely manner.
We will make available information about our complaints handling procedures.

We will only ask for and take into account relevant information when deciding on your complaint.

You will have access to information about you that we have relied on in assessing your complaint and an opportunity to correct any mistakes or inaccuracies. In special circumstances or where a claim is being or has been investigated, we may decline to release information but we will not do so unreasonably. In these circumstances, we will give you reasons. We will provide our reasons in writing upon request.
Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.

The satisfaction of our clients is extremely important. As such, we would like you to tell us if any of our products or services has not met your expectations in any way.

If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email. Remember to include your name, policy number and some details relating to your complaint.

When you first let Insurance Facilitators know about your complaint or concern, the person trying to resolve your complaint will listen to you, consider the facts and attempt to resolve your complaint immediately.

If your complaint is still not resolved to your satisfaction then you may refer your matter further by writing to Our Internal Dispute Resolution Committee as follows:

HDI Global Specialty SE – New Zealand
Level 19, 20 Martin Place, Sydney
NSW 2000 Australia

email here

Your dispute will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your dispute at least every 10 business days. The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your dispute within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required.

If You are not satisfied with the finding of the Committee, or if We have been unable to resolve Your complaint within eight (8) Weeks, You may contact Our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint

We are a member of the Insurance & Financial Services Ombudsman (IFSO) approved dispute resolution scheme. You can contact the IFSO at:

PO Box 10-845
Wellington 6143 New Zealand
Phone: 0800 888 202 or +64 4 499 7612
Fax: +64 4 499 7614
Email here

Website here

There is no cost to You to use the services of IFSO