Complaints Procedure

We provide a transparent process to identify and swiftly correct any potential mistakes.

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NZMII’s experienced claims team aims to process your claim as swiftly and efficiently as possible, in line with the terms and conditions of your policy.

We will always try to explain the reasoning behind any decision made but, if you feel that you have been treated unfairly, you have a voice.

Internal resolution process

If you have a complaint, please put this in writing and send it to the attention of the NZMII CEO at the below address:

NZMIIL
P.O. Box 11
Ellerslie
Auckland 1542

The CEO will review the complaint and provide you with a response within 10 working days.

External resolution process

If our response is unacceptable to you, or we have taken more than 40 working days to resolve your complaint, you have the following options available:

  1. You may seek independent legal advice; or
  2. You may refer the matter to Financial Services Complaints Ltd (FSCL). FSCL is a free, independent external dispute resolution service available to our clients and is approved by the Ministry of Consumer Affairs.

For further details, please contact FSCL:

Website: www.fscl.org.nz
Phone: 0800 347 257
Email: info@fscl.org.nz
Mail: PO Box 5967, Lambton Quay, Wellington 6145