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 1: Let us know what your concerns are. We’ll discuss them with you and make things right together. You can contact us by calling 0800 100 200, emailing us, or messaging us on Facebook.

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.

By mail:
Manager - Customer Support
AMI Insurance
PO Box 2116
Freepost Authority Number 17785

By email: customersupport@ami.co.nz

We will:
  1. Acknowledge your complaint within five working days.
  2. 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.
  3. 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
Email: info@ifso.nz
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.