We’re committed to making sure our products and services meet your expectations.

We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

What you can expect to happen

Step 1: Let us know what your concerns are. Contact us on 0800 100 200, submit a complaints form here, or write us a letter (address to: Manager - Customer Support, AMI Insurance, PO Box 3233, Freepost Authority Number 17785, Wellington). We'll acknowledge your complaint within five business days of receiving it.

Step 2: If we're unable to come to a resolution together, you'll be referred to a manager. Our aim is to investigate and resolve your complaint within two weeks. If this is not possible, we'll advise you of progress within 10 business days.

Step 3: If after working with a manager, we haven't been able to make it right, we'll escalate your case to a Complaints Resolution Officer to review.

Step 4: If we are unable to resolve your complaint, we'll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

IFSO is a completely independent authority that will carry out an impartial investigation.

The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.

The IFSO can be contacted in the following ways: