Complaints Policy

Insurance and Mortgage Network is regulated by the Financial Market Authority. The information on this website is subject to the New Zealand regulatory regime and is therefore targeted at consumers based in New Zealand.
Insurance Network is committed to providing its customers with excellent service, quality advice and products.

Step One
If you are unhappy with the service, advice or product provided by your broker, please contact your broker in the first instance to lodge a complaint with them.
They will acknowledge your complaint as soon as practical and try to resolve the matter directly with you.

Step Two
If you and your Broker can’t agree how to resolve the complaint, the Broker will refer it to Insurance Network’s Compliance Manager for an independent review in accordance with Insurance Network’s Internal Complaint and Dispute Resolution procedures.

If you’re unable to make contact with your Broker or wish to speak to someone else, please contact either:

Compliance Manager – New Zealand
Nicola Rayner ask@insurancenetwork.co.nz
0800 868 467

Step Three
Internal Complaint and Dispute Resolution procedure:

a) Insurance Network’s Compliance Manager will acknowledge receipt of your complaint within five (5) working days;
b) Your complaint will be thoroughly examined. All complaints are taken very seriously and Insurance Network will make certain that all issues are considered carefully;
c) The Compliance Manager will identify actions to try and fix the complaint and strive to respond and resolve your complaint within twenty (20) working days from the date they received notice of your complaint.
d) If your complaint is more complex than first thought it may take longer than twenty (20) working days to resolve. Insurance Network’s Compliance Manager will let you know the expected time it will take to resolve your complaint and will provide you with regular updates.

Step Four

If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL).
Insurance Network and its Brokers are all members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs. There is no cost to you to use their services.
There are various ways to contact them:
Financial Services Complaints Ltd
PO Box 5967 Wellington 6140
complaints@fscl.org.nz
0800 347 257
www.fscl.org.nz

You can download a Complaint Form from https://www.fscl.org.nz/complaints/complaint-form