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Guide to lodging a complaint

At Cover-More, we are dedicated to providing our customers with consistently high levels of service. To ensure this, all frontline staff receive ongoing training to help maintain this high standard. We help thousands of customers with claim assistance. If however, you feel that your enquiry has not been handled correctly and you would like to lodge a complaint, below details how you can do this.

Notify us of the issue

The first step is to outline what has happened and include any supporting documentation that will help us properly consider the matter.

Phone

  • 0800 500 225

Email

Post

  • Customer Relations
    PO Box 105 203
    Auckland 1010

The process

We will consider the facts and respond to you within 15 business days provided we have all the information we require. If we need more information or more time to investigate and respond properly to the issue, we will contact you.

If you are not satisfied with our response, please tell us. We will undertake a separate review of the matter. This may be conducted by Cover-More’s Customer Relations Officer or referred to the Dispute Resolution Officer of Cover-More or our Underwriter. Provided we have the information we need, we will advise you of the outcome of this review and detail the reasons for our decision within 15 business days.

Our final review and decision will be provided to you within 45 days from the date you first lodged the complaint.

Cover-More adheres to the Fair Insurance Code.

The Insurance and Financial Services Ombudsman

Our procedures have been developed to deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision you can choose to have the matter reviewed independently by the Insurance and Financial Services Ombudsman (IFSO). Its services are free to you, and as a member we agree to accept their decision. You have up to 3 months to contact IFSO after our final decision.

  • Insurance & Financial Services Ombudsman
    Call: 0800 888 202
    Address: PO Box 10-845 Wellington 6143
    Email: [email protected]
    Website: ifso.nz

Please note: when processing travel insurance claims, Cover-More acts as an agent of the Insurer.