Your feedback is important to us
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.
Making a complaint
We recognise that occasionally mistakes or misunderstandings can happen. If you wish to lodge a complaint, we will:
- Acknowledge receipt within 5 business days of receiving your complaint.
- Give you the name and contact details of the person handling your complaint.
- Ensure that someone experienced who has not been handling your case fully investigates your complaint.
- Respond to your complaint within 10 business days of the date we have all the information we need to determine your complaint.
- Where further information, assessment or investigation is required, we will agree reasonable timeframes with you. If we cannot agree on reasonable timeframes, you can contact our independent external dispute resolution scheme about those timeframes.
- Update you at least once every 20 business days, or another such interval as we may agree with you, until your complaint is resolved.
If you're not happy with how we handled your complaint
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.
Financial Services Complaints Limited
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:
P: 0800 347 257
E: info@fscl.org.nz
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.
Fair Insurance Code
We will comply with the Fair Insurance Code, which provides you with the assurance that we have high standards of service for our customers.