We're here to help

Often we can sort things out with a brief call, but if matters can't be resolved easily there is a process to follow that we outline below. Find out how to make a complaint, what to expect at each step, and your options if we can't resolve things with you.

 

We follow the Fair Insurance Code. For Natural Hazard Cover claims, we abide by the Code of Insured Persons' Rights.

Let us know what happened

Please call us

We’ll listen to your concerns and do our best to fix the problem on the spot or put you in touch with someone who can help.

Give us a call on 0800 379 372

Fill in our form

Tell us the details of your complaint using our form, so we can get the right person to help.

You can also write to us at: C/O Complaints Manager, Tower Insurance, PO Box 90347, Auckland, 1142.

Use our form

How to make a complaint and what to expect next

1

Contact us so we can help fix things

We'll connect you with the right person to review your complaint. They'll acknowledge receipt within five working days and share their contact details.


Our goal is to resolve your concern as quickly as possible.

2

If we can't resolve it, we'll refer

If your complaint remains unresolved, we'll refer it to a senior staff member for a fresh review.

We’ll keep you informed every step of the way, including who’s handling it, progress updates and timelines.

3

Still not resolved? An impartial review

Our customer resolution team will step in and arrange for a senior staff member to impartially review your complaint, further ensuring fairness and transparency.


If we still can’t reach a resolution with you, you can request a letter of deadlock, confirming that the internal complaints process has been completed.


Alternatively, you’re welcome to continue working with us toward a solution, together.

(For Natural Hazard Cover claims, see 'Complaints related to Natural Hazard Cover claims' below)

Disputes resolution: Insurance and Financial Services Ombudsman Scheme

The Insurance and Financial Services Ombudsman (IFSO) Scheme is a free and independent dispute resolution service that can help resolve complaints under the Fair Insurance Code. The IFSO can consider most, but not all complaints - visit the IFSO website for more.

For complaints about EQC/NHC claims, including the Code of Insured Persons' rights, refer to 'Complaints related to Natural Hazard Cover claims' below.

You can ask the IFSO Scheme for guidance at any time. They can begin investigating your complaint if:

  • we’ve completed our internal complaints process and provided you with our final determination of your complaint - known as a letter of deadlock, or
  • more than two months have passed since you first lodged your complaint with us, and you no longer want to work with us to resolve your complaint.

Once we’ve provided you with a letter of deadlock, you have three months to ask the IFSO Scheme to investigate your complaint.

Tower is bound by the IFSO Scheme ruling.

Please visit the ISFO website for more or call 0800 888 202.

Complaints related to Natural Hazard Cover claims

Tower manages Natural Hazard Cover (NHCover) claims on behalf of the Natural Hazards Commission Toka Tū Ake (NHC).

This means we follow the Natural Hazards Insurance Act (NHI Act) and the Code of Insured Persons' Rights, whether it's an EQCover claim or NHCover claim.

An EQCover claim relates to natural disaster damage that occurred prior to 1 July 2024.

The Code of Insured Persons Rights does not apply to every natural disaster claim. To find out if your claim is subject to the Code, visit their website.

If you disagree with a decision made by Tower or NHC about your NHCover claim, you may be able to seek support from Fair Way Resolution, the external disputes resolution service provider appointed by NHC.

If you have questions about this process, or the NHCover Disputes Resolution Scheme, reach out to us for assistance.