Frequently Asked Questions

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.