Complaints Process

If you are unhappy about some aspect of our service and wish to make a complaint

Our staff are trained to listen and obtain the necessary facts. They will try to reach a mutually agreeable solution with you. If any dispute does arise, please ask for the assistance of the Branch Manager or Claims Team Leader, who may be contacted by phoning 0800 100 200.

If for any reason you are still unhappy with the outcome of your complaint, you should:

Write to or email our Manager - Customer Support

Tell this person why you are not happy and what you think should be done. Please include your address and contact telephone number.

By mail: AMI Insurance
PO Box 2116
Freepost Authority Number 17785
Christchurch

By email: customersupport@ami.co.nz

We will:
  1. Acknowledge your complaint within three 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 you feel, after receiving our final decision, that 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.