Insurance Complaints Handling and Dispute Resolution disclosure statement

We define a complaint as an expression of dissatisfaction made by customers about us, our products, and partner products, services, staff, our handling of an individual complaint or the overall complaint handling process itself, where a response is explicitly or implicitly expected or legally required.

If you are not satisfied with our insurance advice service, you can make a complaint in one of the following ways:

• Online: Complaint form
• Call: 0800 500 444 Monday to Friday, 9am- 5pm
• Mail: Att: Customer Advocacy Manager, The New Zealand Automobile Association (Incorporated), Head Office, PO Box 5, Shortland Street, Auckland, 1140 (Please include your contact details so we can respond).

The information provided in this Disclosure Statement applies to complaints in relation to insurance products distributed by The New Zealand Automobile Association (Incorporated).

If your complaint relates to any other AA product or service, which is not related to insurance e.g. AA Membership please click here.

Depending on the cause of your complaint, the process followed may differ. The details of your complaint may be forwarded by us to the appropriate insurer who holds your policy details.

Our complaints handling process is summarised below:

1. Submit Your Complaint: Use our online form, call one of our team, or send a letter to submit your complaint. Please provide as much information as possible about the reasons for your complaint and the resolution you are seeking. If you provide an email address, you will receive an immediate acknowledgment confirming we have received your complaint, otherwise you will receive an acknowledgement letter in the post.
2. Review and Assignment: Within two working days, we will review your complaint and assign it to an appropriate manager.
3. Additional Information: If we need more information from you, we will contact you via your preferred communication method.
4. Communication: The assigned manager will be your point of contact. You can communicate directly with them via the provided email address.
5. Resolution Timeline: Our goal is to resolve your complaint within 20 working days, however, depending on the complexity of the issue, it may take longer.

If you are not satisfied with the resolution that we propose, you can request that a senior manager reviews the decision.

If you remain unsatisfied with the decision of the review, you can contact the Insurance & Financial Services Ombudsman (IFSO) Scheme. The IFSO provides a free, independent dispute resolution service, and that service may help investigate or resolve your complaint.

You can refer your complaint to the IFSO Scheme if either:

• you have a letter of deadlock, or
• more than 2 months have passed since you first made your complaint and you no longer wish to keep working with us.

If we issue a letter of deadlock, you’ll have 3 months to refer your complaint to the IFSO Scheme, if you wish.

The contact details for the IFSO are via:

• its website www.ifso.nz,
• email at info@ifso.nz, or
• by calling 0800 888 202, or
• writing to:

Insurance and Financial Services Ombudsman

PO Box 10845

Wellington 6143

We’ll follow any decision made by the IFSO Scheme. Of course, you can also choose to seek a resolution elsewhere.

The New Zealand Automobile Association (Incorporated) is a registered financial service provider (FSP4119) and holds a Financial Advice Provider license. For more information about the financial advice service we provide and a copy of our Financial Advice Provider Disclosure Statement, please visit here.