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If you have a complaint,
we want to know about it.

If you’re unhappy with one of our policies, our service or a decision on your claim, please tell us - often a quick conversation can help sort things out.

Talk to us

Select your provider for
direct phone numbers.

Email us

mailcomplaints@vero.co.nz

Write to us

Vero Insurance,
Private Bag 92120,
Auckland 1142
New Zealand

Our complaints management process

1

Let us know about your complaint

Our team will do everything they can to resolve it. You can tell them about your complaint while you are on the phone, or you can email complaints@vero.co.nz

2

If you're unhappy with our response

Please let us know, we’ll ensure a manager reviews your case. If more time is needed, we'll talk to you about this and keep you informed along the way.

3

Internal complaints resolution team

If you remain unhappy with the outcome, your complaint will be referred to our internal complaints resolution team. A Complaints Resolution Advisor will keep you informed and let you know the outcome of an independent review.

4

The Insurance and Financial Services Ombudsman (IFSO)

The Insurance & Financial Services Ombudsman (IFSO) is an independent party that can review insurance disputes. We will do everything we can to resolve your complaint internally but, in some circumstances, this may not be possible. If you’re not happy with the outcome of Vero’s independent review (and if it is within the jurisdiction of the IFSO) then Vero will issue a letter of deadlock. You will have three months to refer your complaint to the Insurance & Financial Services Ombudsman, should you wish. We will abide by any decision made by the Insurance & Financial Services Ombudsman and there's no charge for you to use this service. Of course, you can also choose to seek a resolution elsewhere. You can contact the Insurance & Financial Services Ombudsman below:

Call 0800 888 202
Visit www.ifso.nz/complaints
Mail to: Insurance & Financial Services Ombudsman, PO Box 10 845, Wellington 6143

 

Fair Insurance Code Logo CMYK

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.