Please take a few moments to read this important information.
AMI insurance is underwritten by IAG New Zealand Limited (IAG/we). IAG has been granted a Financial Advice Provider (FAP) licence by the Financial Markets Authority to provide financial advice. Advice will only be given about fire and general insurance products underwritten by IAG.
IAG employs Nominated Representatives who are authorised to provide financial advice on its behalf. IAG and its Nominated Representatives are bound by duties under the Financial Markets Conduct Act 2013 relating to the way financial advice is given.
That means we are required to exercise care, diligence and skill and give priority to your interests when providing financial advice. We also need to meet applicable standards of ethical behaviour, conduct, client care, competence, knowledge and skill under the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice).
You can learn more about the Code by going to www.fma.govt.nz and searching for ‘financial advice’. .
We do not pay any commissions or other sales incentives to our Nominated Representatives. If you receive financial advice from us you will not pay any additional fees, expenses or other amounts in relation to the receipt of that financial advice, regardless of whether you proceed with purchasing an AMI product or not.
We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.
Step 1: Let us know what your concerns are. Contact us on 0800 100 200, submit a complaints form at ami.co.nz/complaints, or write us a letter (address to: Manager - Customer Support, AMI Insurance, PO Box 3233, Freepost Authority Number 17785, Wellington). We'll acknowledge your complaint within five business days of receiving it.
Step 2: If we're unable to come to a resolution together, you'll be referred to a manager. Our aim is to investigate and resolve your complaint within two weeks. If this is not possible, we'll advise you of progress within 10 business days.
Step 3: If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.
Step 4: If we are unable to resolve your complaint, we'll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
IFSO is a completely independent authority that will carry out an impartial investigation.
The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.
The IFSO can be contacted in the following ways:
