We’re committed to making sure our products and services meet your expectations.
Whether it’s a suggestion on how we can improve or a complaint on your experience with us, we’d love your feedback. Here’s how to contact us:
Step 2: If we’re unable to come to a resolution together, you can ask to speak to a Branch Manager or Team Leader.
Step 3: If, after speaking to a Branch Manager or Team Leader, we haven’t been able to make it right, you can write to or email our Manager of Customer Support.
In your email or letter please include details of your concerns and what outcome you’d like to see. Please include your address and phone number as well.
Manager - Customer Support
PO Box 2116
Freepost Authority Number 17785
By email: email@example.comWe will:
- Acknowledge your complaint within five working days.
- In most cases investigate and resolve your complaint within two weeks. If this is not possible, we will advise you of progress within 10 working days. We will tell you within 2 months if we are unable to resolve your complaint.
- If, after completing steps 1-3, your complaint has still not been settled to your satisfaction through our internal complaint procedure, you can:
Approach the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme)
AMI is a member of the IFSO Scheme. This is a completely independent authority that will carry out an impartial investigation of any complaint coming within the IFSO Scheme’s Terms of Reference.
How to contact the IFSO Scheme:
By phone: 0800 888 202
Write to: PO Box 10845, Wellington
Important: You need to refer the matter to the IFSO Scheme within three months after you receive the final response to your complaint under AMI’s internal complaints process. You will also need a letter from AMI advising that your complaint is “deadlocked”. We will provide you with this letter when we can no longer assist you with your complaint.