We Answer Your Questions | Insure Online

Just click the Make a Claim button at the top of the home page screen and you will find details on how to lodge a business insurance claim by phone directly with our insurers and repairers. Our preference is that you contact your insurer or repairer listed on the Make a Claim screen because it is direct and faster for you. You can also click the Make a Claim button at the top of the home page screen and log in to Manage My Insurance. You will then be able to lodge a business insurance claim using our electronic forms online. We will ask you to select which policy your claim applies to and the known date of your loss. You can provide as much detail as you wish, using our online claims notification page. We collect any information you provide on our electronic forms and we will manage your business insurance claim with our insurers to ensure it is resolved as quickly and as smoothly as possible. For more information on how to lodge your business insurance claim, you may find our guide - 6 Tips for Lodging a Business Insurance Claim and Getting It Paid - available to read in our Newsroom and Blogs section at the foot of all pages on this website. Of course, if you have any queries or need any assistance with your claim, please contact us on 0800 456 780.
If you have a complaint about the service we provide to you, you should contact us to tell us about your complaint. We would like you to provide as much details as you possibly can. This should include the insurance policy number, the type of transaction that gave rise to the complaint e.g. was it at the time of renewal, when you requested a change to your policy or when you lodged a claim? We would also like to know when the issue happened (date and time if known). We will do our best to investigate it and to resolve it quickly.
If your complaint is not satisfactorily resolved within 24 hours, please contact us on 0800 456 780 or put your complaint in writing by email to admin@insureonline.co.nz.
If your complaint can't be resolved to your satisfaction within 40 working days, you have the right to refer the matter to our external dispute resolution service, Financial Services Complaints Limited, by phoning them on 0800 347 257 or by emailing them at complaints@fscl.org.nz. More information on how to make a complaint can be found on their website.