Complaints Procedure

If you feel we’ve let you down, please tell us. We’ll do our best to put things right or explain something we could’ve made clearer.

What you can expect to happen:

Step 1: Let us know what your concerns are:

Call 0800 807 926

Address to: Manager, Customer Resolutions, Swann Insurance and

Email or

Post to Private Bag 92130, Auckland, 1142

We’ll acknowledge your complaint within five business days of receiving.

Step 2: If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten 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.

If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.

The IFSO can be contacted in the following ways: