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    Home / Contact Us / Guide to Lodging a Complaint

    Guide to lodging a complaint

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

    Notify us of the issue

    The first step in lodging your complaint is to contact us and outline what has happened, making sure you include any supporting documentation that will help us properly consider the matter.

    You can contact us via any of the below methods:

    Online Form

    • You can submit your complaint here using our online form.

    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 10 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 10 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 three (3) months to contact IFSO after our final decision.

    • Insurance and Financial Services Ombudsman
      Phone: 0800 888 202
      Post: 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.