We’d love to hear your feedback
If you have concerns about our policies, our service, anything to do with your claim, or our financial advice service, please let us know and we’ll do our best to fix it.
Our internal complaints process
1. Contact us
Give us a call on: 0800 379 372
Alternatively, you can:
Or write to us:
Tower Insurance, PO BOX 90347, Auckland, 1142, New Zealand
Often issues can be cleared up right away. We’ll do our best to listen to your concerns and to fix the problem on the spot. If that’s not possible, we’ll put you in touch with someone who can.
2. If we can’t resolve your complaint, we’ll escalate it for you
If you’re not satisfied with the resolution, we’ll escalate your complaint to a senior team member.
You’ll hear back from us within five working days to let you know we’ve received your complaint. We’ll also provide you with the name and contact details of the person looking into your concerns.
Once we have all the information we need, we’ll aim to give you an answer within ten working days. If the complaint investigation is more complicated or reliant on information from a third-party (such as an assessor) and we need more time, we’ll keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.
We may refer your complaint to different teams within Tower to make sure we can best address your concerns.
If you don’t believe your complaint is being managed appropriately, you can contact our Customer Resolution Team at any point during the complaints process:
3. Complaint still not resolved?
Every now and then, there’ll be a disagreement that can’t be easily resolved.
Our Customer Resolution Team will arrange to have your complaint reviewed impartially by a senior member of staff before we make a final determination. This will ensure a fair and open process.
If we can’t resolve your complaint through our internal complaints process, you can ask us to provide you with written confirmation of our final determination of your complaint. This is known as a Letter of Deadlock.
Disputes resolution: The Insurance and Financial Services Ombudsman Scheme
The Insurance and Financial Services Ombudsman (IFSO) Scheme can help resolve complaints if you’re not satisfied with the outcome from our internal complaints process. The IFSO Scheme provide a free and independent dispute resolution service.
You can ask the IFSO Scheme to independently investigate your complaint if:
- we’ve completed our internal complaints process and provided you with a Letter of Deadlock, or
- more than two months have passed since you first complained to 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.
You can, at any point, contact the IFSO Scheme for help and guidance.
You can find out more about the IFSO Scheme, including how to make a complaint, by visiting their website www.ifso.nz or by calling 0800 888 202.
Fair Insurance Code
Tower Insurance is a member of the Insurance Council of New Zealand (ICNZ) and we abide by the ICNZ Fair Insurance Code.
At Tower, we're here for you every step of the way. If you need additional support to access our services, we're here to help.