If you feel that we've slipped up or let you down:
1. Give us a call
0800 379 372
Often issues can be cleared up right away. Our team’s available 8am to 8pm, and 9am to 6pm on public holidays. They’ll do their best to fix the problem on the spot or put you in touch with someone who can.
If you’re not satisfied with the outcome, you’re welcome to ask to talk to a senior staff member.
2. Get in touch with our Customer Care Manager
Complete our online form or email complaints@tower.co.nz
Every now and then, there’ll be a disagreement that can’t be easily resolved. When this happens, you can contact our Customer Care Manager who will arrange to have your complaint reviewed impartially. This will ensure the process is fair and open.
Timeframes
You’ll hear back from us within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll keep you updated with progress.
Once we have all the information we need, we’ll aim to give you an answer within ten working days.
If it is a complicated investigation that needs more time, we’ll keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.
3. Get in touch with the Insurance and Financial Services Ombudsman Scheme
Phone: 0800 888 0202
Write to: PO Box 10845, Wellington 6143
The Insurance and Financial Services Ombudsman Scheme (IFSO) 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