Complaints procedure

If you are unhappy with our service or our treatment of your policy or claim you can follow the process outlined below:

Contact Southern Cross Pet Insurance on 0800 800 836 or info@southerncrosspet.co.nz

1

Still not satisfied?

You can write to:
Southern Cross Pet Insurance
c/o Head of Operations
Private Bag 3240
Waikato Mail Centre
Hamilton 3420

2

Still not satisfied?

You can write to:
Southern Cross Pet Insurance
c/o General Manager
Private Bag 99934
Newmarket
Auckland 1149

3

Still not satisfied?

Arbitration
If your complaint has reached deadlock, you can write to the Insurance & Financial Services Ombudsman (Ombudsman) which is a free and independent service.

You must write to the Ombudsman within three months of being notified by us in writing that deadlock has been reached.

You can find out more information on the Ombudsman from the website www.ifso.nz.

The Ombudsman’s address is:
Insurance & Financial Ombudsman
PO Box 10 845
Wellington 6143

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