Our aim is to get it right, the first time, every time. We take the concerns of our customers very seriously and consider any expression of dissatisfaction a complaint. As such we have a detailed complaint handling procedure that you have free access to and we will do everything possible to ensure that your query is dealt with promptly
Step 1: Contact us
If you are unhappy about a policy, our service or a decision made, please contact us and we will try to resolve your issue as soon as possible. The easiest way to contact us is by either:
- Talking to us via live chat online at www.coveinsurance.co.nz; or
- Calling us on 0800 268 347; or
- Emailing us on support@coveinsurance.co.nz.
To assist with your enquiry, please provide your claim or policy number (if applicable) and as much information as you can about the reason for your complaint. If we are unable to resolve your issue to your satisfaction immediately, your complaint will be referred to our internal dispute resolution service. At this time, we will record details of your complaint and, depending on the nature, will as appropriate, escalate the matter to your insurer for resolution.
Step 2: Our internal review panel
If our Customer Services team have been unable to resolve your problem, you can make a formal complaint in writing to Cove Internal Complaints Review Panel by email: complaints@coveinsurance.co.nz.
Within 5 working days of us receiving your complaint you can expect:
- To receive an acknowledgement of your complaint.
- To receive the contact details of who is responsible for handling your complaint.
Upon receiving all relevant information, your complaint handler will do their best to issue a first response and resolve your complaint within 10 working days of the complaint being received.
If further information, assessment or investigation is required, your complaints handler will discuss this with you and provide you with a reasonable timeframe for a response.
Step 3: If our internal process has not worked for you
If after two months, you are still unsatisfied, or we have confirmed to you that we have reached the end of the complaints process via a letter, you may refer your complaint to the Insurance & Financial Services Ombudsman (IFSO), which offers a free, independent complaint resolution service, through the following contact details:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
NEW ZEALAND
Level 8, Shamrock House
79-81 Molesworth Street
Wellington
Telephone: 0800 888 202
Internet: IFSO
Email: info@ifso.nz
Fax: 04 499 7614