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.
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.
If we cannot resolve your complaint to your satisfaction through our internal dispute resolution process within 2 months of when you first lodged it with us, we will explain our reasons to you in writing and provide you with a ‘deadlock’ letter so that you can take your complaint to Financial Services Complaints Limited (FSCL), our independent external disputes resolution scheme.
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.