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
Write to Swann Insurance, Private Bag 92130, Victoria Street West, Auckland, 1142
We’ll acknowledge your complaint within five business days.
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: