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Complaints & Feedback

You can register your feedback or complaint with us online

Customer Feedback Form

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.

You can send us your feedback or lodge a complaint by emailing us, or completing our online feedback form


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.

AIG Internal Dispute Resolution Committee
The Chairperson IDRC
AIG Insurance New Zealand Limited
The AIG Building
PO Box 1745
Auckland 1140

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:

Financial Services Complaints Limited
PO Box 5967
Wellington, 6101

Telephone-icon 0800 347 257

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.