Complaints Handling and Dispute Resolution

If you are not satisfied with our service you can make a complaint by emailing [email protected], or by calling +64 22 199 7585. You can also write to us at:

All Insurance Services Ltd
PO Box 33-1222
Auckland 0740

When we receive a complaint, we will consider it following our internal complaints process:

  • We will acknowledge your complaint within 2 working days.
  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we can’t we will contact you within that time to let you know we need more time to consider your complaint.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact the Insurance and Financial Services Ombudsman Scheme (IFSO). The IFSO provides a free, independent dispute resolution service that may help reach an agreed outcome, or make a decision.

You can contact the ISFO by visiting, calling 0800 888 202 or writing to Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington 6143.