At AIG we strive to provide excellent service to all of our valued customers and business partners. Whether you have good feedback or bad we'd like to hear about it so that we can identify ways to continuously improve your experience with AIG.
You can send us your feedback or lodge a complaint by emailing us, or completing our online feedback form.
We recognise that occasionally mistakes or misunderstandings can happen. If you wish to lodge a complaint, we will:
If you are not satisfied with our response to your complaint, you can request to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is made up of AIG New Zealand management with the experience and authority to decide on matters brought before it.
You can request a review by the Committee by contacting the person who signed your complaint response letter. To assist the Committee in reviewing your complaint, please provide your reasons for requesting the review. The Committee will provide their decision with reasons within 15 business days of receipt of your request to refer your dispute to the Committee.
The Chairperson IDRC
AIG Insurance New Zealand Limited
The AIG Building
PO Box 1745
If your complaint cannot be resolved to your satisfaction through the Committee within 40 business days of when you first lodged it with us, we will provide you with a ‘deadlock’ letter so you can take your matter to the Financial Services Complaints Limited (FSCL).
FSCL is a free and independent body approved by the Ministry of Consumer Affairs. AIG New Zealand will comply with any decision made by FSCL.
Contact details for FSCL are:
Use of the FSCL scheme does not preclude you from subsequently exercising any legal rights which you may have and if you are still unhappy with the outcome, we strongly recommend that you obtain independent legal advice.
If your complaint does not fall within the Terms of Reference of FSCL, we recommend you to seek independent legal advice about options that may be available to you.