Service issues and complaints
At Adelphi Insurance Brokers Limited, we aim to perform our services with reasonable care, skill and integrity based on the needs you have advised to us. We always treat clients fairly, however we recognise that occasionally things can go wrong. This guide describes our process for dealing with any service issues or complaints.
If you have any complaint in respect of the service Adelphi Insurance Brokers Limited has provided to you, we want to hear about it so that we can investigate your concerns. Similarly, if you have positive suggestions about how we can improve our service, please let us know.
If you have a complaint or query relating to the terms of your insurance coverage or claims under your policy, you may be referred to your insurer and their complaints process.
How to make a complaint
Stage One
Please contact your Adelphi Insurance Broker or the Compliance Officer at the Adelphi Insurance Brokers Limited office by telephone, email or in writing to explain your problem. They will endeavour to resolve your complaint immediately and reach a resolution together with you.
Nearly all service issues and complaints are quickly resolved in this way.
You will find the address and phone number of our office on your policy documentation or on our website. Please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.
Stage Two
If we are not able to resolve your complaint within 5 business days, it will be referred to the General Manager for an internal review.
You can contact the General Manager directly on 0800 656 670 or you can email details of your complaint to customercare@ains.nz. Again, please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.
The General Manager will acknowledge receipt of your complaint and will endeavour to provide you with a decision or proposal for resolution within 20 business days. (Please note that often this response is provided within 5 business days however, if your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of progress.)
Stage Three
Sometimes it is not possible to resolve a complaint by agreement. If you are not satisfied with our final response, then you may seek legal advice or refer the matter to Financial Services Complaints Limited (FSCL), to independently review your complaint (subject to their terms of reference). There is no cost for you to ask FSCL to independently investigate your complaint however you must contact FSCL within 2 months from the date of our final response otherwise they will be unable to assist. FSCL can be contacted by email info@fscl.org.nz or by calling 0800 347 257. Full details on the FSCL scheme can be obtained on their website www.fscl.org.nz. Please note before FSCL can investigate your complaint, they do require you to have first provided us with the opportunity to address your complaint.
