Make A Complaint

IMPROVING OUR SERVICE
When action is required the following will help you understand the steps that will be followed when a complaint is made.

Classic Cover will record your complaint
• If you make a complaint by email or telephone we will request information from you.
• You may be asked to complete a Complaint Form. This will ensure you are given the opportunity to fully explain your complaint. It also means we have the information required to review and investigate your complaint.
• All complaints will be recorded.

Classic Cover will acknowledge your complaint
We know that making a complaint involves some inconvenience and possibly, expense. You are looking for a resolution and we will keep you informed of progress. We will respond to your complaint within three working days. It may be that we cannot resolve the issue within three working days. In this case we will acknowledge that your complaint has been received and is being reviewed.

Classic Cover will investigate and review your complaint

When we are investigating and reviewing your complaint we will:
• be fair
• strive to understand both sides of the story
• keep a record of all meetings, conversations and findings
• forward the complaint to the appropriate level of authority for resolution
• keep you informed of progress if your complaint cannot be resolved within 10 days of acknowledging your complaint
• ensure resolutions are consistent with company policy and company values

Classic Cover will propose a resolution to your complaint

We will respond with a resolution to your complaint within 20 working days or less. We will check any necessary action has been carried out and that you are satisfied with the resolution.

For Service related issues:
We will undertake an independent internal review of your complaint. After this a final decision will be made and a formal communication provided. If you do not agree with our final decision you can contact Financial Services Complaints Ltd (FSCL). They are an independent not-for-profit External Disputes Resolution (EDR) scheme approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution ) Act 2008. This service will cost you nothing, and will help us resolve any disagreements.

You can contact Financial Services Complaints Ltd (FSCL) at:
PO Box 5967
Wellington 6011
Telephone (04) 472 3725
www.fscl.org.nz

For Claim Decision related issues:
We will pass your complaint to our underwriter for a full review. After this a final decision will be made on your complaint and a formal communication provided. If you do not agree with this decision you can contact the Insurance & Financial Services Ombudsman's scheme, which considers complaints relating to insurance claims.This is an independent scheme that’s free of charge to you. The Insurance & Financial Services Ombudsman has the authority to make decisions binding upon insurance companies for certain claims up to the value of $200,000 (excluding GST).

Should you wish to have your complaint considered by the Insurance & Financial Services Ombudsman, you will need to contact the Insurance & Financial Services Ombudsman's office no later than three months after we inform you that deadlock has been reached with your complaint.

Insurance & Financial Services Ombudsman's office:
PO Box 10-845
Wellington 6143
Telephone 0800 888 202 or (04) 499 7612
Fax (04) 499 7614
www.ifso.nz