Insurance and Savings Ombudsman service

At State we are committed to providing a quality service to our customers. Our complaints procedure reflects that commitment. It recognises that things can go wrong and when they do we must identify and correct any mistake as quickly and efficiently as possible.



The explanation below is provided to assist you if you experience a problem. It tells you how to make a complaint, what we will do if a complaint is received and what you should do if you are not satisfied with our response.


How to make a complaint



Your first step is to contact the office you have been dealing with.



Firstly, discuss your problem with the person you have been dealing with.



If you are unhappy with their response, please then contact their Claims Team Leader. It will help us if you put your complaint in writing but the Claims Team Leader can, of course, be telephoned if you prefer.



The Claims Team Leader will acknowledge that your complaint has been received, investigate the matter and then inform you of the outcome.


If you are not satisfied with the outcome from the Claims Team Leader



1. Please write to The Head of State Insurance, State Insurance, Private Bag 92130, Auckland and include an explanation of your problem.
2. We will acknowledge receipt of your complaint within three working days and then proceed with an investigation.
3. You will receive written advice within 10 working days of the outcome or, if no decision has been made, on the progress of your case.
4. If we are unable to resolve your complaint within two months, we will tell you and, where applicable, also advise you of your rights under the Insurance & Savings Ombudsman scheme. The Insurance & Savings Ombudsman can consider a complaint about a company if it relates to house, contents, vehicle, travel, health, income protection, mortgage protection, critical illness, life insurance and superannuation. Additionally, under the scheme, complaints in relation to certain claims for small business can be considered.

Should you wish to have your complaint considered by the Insurance & Savings Ombudsman, you must advise the Insurance & Savings Ombudsman’s Office not later than two months after the date IAG New Zealand Limited informs you that deadlock has been reached with your claim.