Complaints Process

2Insure Ltd is committed to providing its customers with excellent service, quality advice and products.

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Step One                                                                                                                              

If you are unhappy with the service, advice or product provided by your broker, please contact your financial adviser 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.

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Step Two                                                                                                                             

If you and your financial adviser can’t agree how to resolve the complaint, the financial adviser will refer it to Dave Lim, for an independent review in accordance with 2Insure's Internal Complaint and Dispute Resolution procedures.

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Step Three                                                                                                                          

Internal Complaint and Dispute Resolution procedure:

 

1. Dave Lim will acknowledge receipt of your complaint within three working days.
    

2. Your complaint will be thoroughly examined. All complaints are taken very seriously and we will make certain that all issues are considered carefully;
    

3. We will identify actions to try and fix the complaint and strive to respond and resolve your complaint within ten working days from the date they received notice of your complaint.
    

4. If your complaint is more complex than first thought it may take longer than ten working days to resolve. We 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).

 

2Insure 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:

Post - PO Box 5967, Wellington 6140

Email - info@fscl.org.nz or complaints@fscl.org.nz

Phone - 0800 347 257

Website - www.fscl.org.nz

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

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