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 by calling 0800 100 200, emailing us, submitting a complaints form, or writing us a letter (address to: Manager - Customer Support , AMI Insurance, PO Box 2116, Freepost Authority Number 17785, Christchurch). 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 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. Find out more about the IFSO by visiting www.ifso.nz/complaints/.