Complaints procedure

We want to know if you are dissatisfied with our service or our treatment of your policy, so that we can work with you to resolve your concerns.

If you want to make a complaint, you can follow the process outlined below.

1

Make a complaint

Complaints can be raised directly with any of our team by:

  • calling us on: 0800 800 836
  • using our complaints form at: www.southerncrosspet.co.nz/contact-us
  • writing to us at:
    Attention: Complaints,
    Southern Cross Pet Insurance,
    Private Bag 3240,
    Waikato Mail Centre,
    Hamilton 3420.
We’ll acknowledge receipt of your complaint as soon as practicable. We’ll aim to resolve your concerns in a timely manner and we’ll keep you informed of our progress.

2

Not satisfied with the outcome?

You can request that your complaint be reviewed by our Head of Operations. Our Head of Operations will review and make a decision about your complaint.

3

Still not satisfied?

You can request that your complaint be reviewed by our General Manager. Our General Manager will review and make a final decision about your complaint.

4

Dispute Resolution Scheme

We belong to the Insurance & Financial Services Ombudsman’s approved dispute resolution scheme (IFSO). The IFSO Scheme is a free and independent dispute resolution service available to consumers that may help investigate or resolve complaints if they’re not resolved through our internal complaints process.

If your complaint has been fully investigated by us, we have issued you with a letter of deadlock and you’re still not satisfied with the outcome, you can refer your complaint to IFSO for review. You must write to IFSO within 3 months of being notified by us in writing that deadlock has been reached.

You can contact the IFSO Scheme on 0800 888 202, email at info@ifso.nz or at www.ifso.nz. Alternatively, you can write to:
Insurance & Financial Services Ombudsman,
PO BOX 10-845,
Wellington 6143.


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