Complaints and Customer Resolution

At Chubb, we take the concerns of our customers very seriously. We have detailed complaints handling and dispute resolution procedures in place.

If you are dissatisfied with any aspect of your relationship with Chubb including our products or services and wish to make a complaint, please download the brochure below, or if you would like us to mail you a copy, please send us a request with your postal address.

Alternatively you can email us at Complaints.NZ@chubb.com

Complaints guide →

If You are not satisfied with any aspect of a Chubb or Combined Insurance product or service and You wish to make a complaint, please contact:

Complaints and Customer Resolution Service (CCR Service)
Chubb Insurance New Zealand Limited
PO Box 734
Shortland Street Auckland 1140
+64 9 377 1459
Complaints.NZ@chubb.com

We take Your concerns very seriously. Our complaints and dispute resolution procedure has two stages outlined below. Further details regarding Our complaint handling and dispute resolution procedures are available from Our website and on request.

Stage 1 – We handle Your complaint internally

When You contact the CCR Service, please provide Us with Your claim or policy number (if applicable) and as much information You can about the reason for Your complaint. Our CCR Service team members are independent of the original decision maker. They are committed to reviewing complaints objectively, fairly and efficiently.

We will acknowledge receipt of Your complaint within five (5) business days of receiving it from You. We will provide You with the name and relevant contact details of the CCR Service team member assigned to You and Your complaint. We will investigate Your complaint and if We have all the information required, We will provide you our decision within ten (10) business days. If We require more time or further information, We will request it from you. We will update You at least every twenty (20) business days until We finalise our response.

When We provide Our complaint decision to You, or if We cannot resolve your complaint within two (2) months of you lodging it, We will send You a letter confirming your complaint is deadlocked. The ‘deadlock’ letter explains Our reasons for not reaching a resolution. In Stage 2 You can seek external review if unresolved or you are dissatisfied with the determination. 

Stage 2 – You can seek external review

We are a member of an external dispute resolution scheme operated by Financial Services Complaints Limited (FSCL). This is an external dispute resolution scheme approved by the Minister of Commerce and Consumer Affairs. FSCL provides a free to customers, independent dispute resolution service.

If You are not satisfied with Our complaint determination or We are unable to resolve Your complaint within two (2) months, You may contact FSCL. You must refer Your complaint to FSCL within three (3) months of the date of the ‘deadlock’ letter (or any longer period permitted under FSCL’s Terms of Reference). 

Financial Services Complaints Limited (FSCL)
www.fscl.org.nz
PO Box 5967
Wellington 6140
0800 347 257
+64 4 472 3725
complaints@fscl.org.nz

We are a signatory to the Fair Insurance Code (the Code). The code and information about the Code is available at www.icnz.org.nz and on request.

Although we strive to provide our customers with the highest possible level of service, there are times when you might not be satisfied. If you're dissatisfied, please call us immediately on 0800 900 047. Our customer service consultants will do their best to resolve your issue straight away.

If our customer service consultants are unable to resolve your issue, they can escalate it to our Customer Resolutions Team who will follow a more formal internal complaints process. Alternatively, you can contact our Customer Resolutions Team directly at any time, using the following details:

Customer Resolutions Team
Chubb Life NZ Ltd
Private Bag 921 31
Victoria Street West
Auckland 1142
ChubbLifeComplaints.NZ@chubb.com

We'll acknowledge receipt of your complaint within two working days of receiving it. Our Customer Resolutions Team will undertake a thorough investigation and aim to provide you with a decision within ten working days. In some cases we may need more time or further information but we'll keep you updated during this process. If we can't resolve your complaint, or two months have passed since it was made, we'll issue a letter explaining our reasons and confirming that we've reached a deadlock. 

Chubb Life NZ is part of an independent external dispute resolution scheme operated by the Insurance and Financial Services Ombudsman (IFSO). If we're unable to come to a resolution, you can contact IFSO within 3 months of the date of our deadlock letter for free, independent resolution of your complaint, subject to IFSO’s Terms of Reference. IFSO can be contacted using the following details:

Freephone 0800 888 202
Email info@ifso.nz
Website ifso.nz
Fax 04 499 7614
Address PO Box 10845, Wellington 6143