Complaints Handling and Dispute Resolution
If you have a problem, concern, or complaint about any part of our service, please tell us so we can try to fix the problem. You may contact us using the contact details outlined on this website. Alternatively, you may contact our internal disputes service by emailing complaints@theid.co.nz.
When we receive a complaint, we will consider it following our internal complaints process below.
· 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 cannot agree on how to fix the issue or if you decide not to use the internal complaints scheme, you can contact Financial Services Complaints Limited (FSCL). This service will cost you nothing, and will provide an independent dispute resolution service to help us resolve any disagreements. You can contact FSCL by emailing info@fscl.org.nz, calling FSCL on 0800 347257 or 04 472 3725, or in writing to PO Box 5967, Lambton Quay, Wellington 6145.
Our Process
Initial Conversation
We begin with an initial conversation and this is where we find out all about you, your goals and what is important to you in life. This tells us what is valuable to you that you may want to protect.
Statement of Advice
We can now put together a full Statement of Advices including quotes and recommendations that will be the best fit. We will then present this to you help you to decide the best insurance plan for you.
Application Process
Once you have decided on the insurance you would like to take, we will run through a full application. We then present this to insurance companies who will assess your application and then present you an offer of insurance.
You Are Now Covered
Once you accept this offer of insurance, you are now covered. We will make sure everything is set up correctly so that this process always runs smoothly if anything were to happen.
