Protecta Insurance New Zealand Limited


Customer Satisfaction and Complaints Resolution

 

We aim to provide exceptional service and to exceed your expectations every time. 

However, if you are not satisfied with the service, please contact us and we will do our very best to try to resolve the matter to your satisfaction in a fair, transparent and timely manner. 

Protecta Insurance New Zealand Limited
PO Box 37 371
Parnell
Auckland 1151
Ph: 0800 776 832
Email: contact@protecta.co.nz

If you complain to us, we will guide you through our Complaints process: 

  1. Advise you of our underwriter's disputes resolution providers approved under the Financial Service Providers (Registration and Disputes Resolution) Act 2008 
  2. Let you know we have received your complaint within 3 working days (unless resolved sooner)
  3. Fully investigate your complaint as soon as possible by someone not involved in the original decision
  4. Give you the name and contact details of the person handling your complaint
  5. Send you written advice about the progress or outcome of the complaint within 10 working days of receiving your complaint
  6. Send you a letter of deadlock if we have been unable to resolve the complaint to your satisfaction or within two months. 

Our motor insurance products are underwritten by Allianz Australia Insurance Limited ("Allianz"). 

Allianz is a participant of Financial Services Complaints Limited ("FSCL"), an approved independent external dispute resolution service provider.  FSCL will consider complaints against Protecta Insurance where it relates to products, services or claims underwritten by Allianz. 

Email: info@fscl.org.nz
Free Phone: 0800 347 257
Website: www.fscl.org.nz 

If you wish to refer your complaint to FSCL you must contact them within 2 months of the date the letter of deadlock. If you do not contact FSCL within 2 months of the date of this letter, FSCL will not be able to consider your complaint. 

There is no cost to you to use the services of FSCL.

FAIR INSURANCE CODE

The Fair Insurance Code is administered by the Insurance Council of New Zealand ("ICNZ").  Allianz is a member of the ICNZ and as an Underwriting Agency of Allianz, Protecta Insurance abides by the Fair Insurance Code.

The Fair Insurance Code are the core principles that sets to improve the standards of practice and service that ICNZ members (and their underwriting agencies) provide to their customers.  It describes the responsibilities that customers and ICNZ members have to each other and provides information on complaints procedures and details about the administration of the code.

Further information about the Fair Insurance Code including consumer information is available on the ICNZ website.

http://www.icnz.org.nz/for-consumers/your-rights/fair-insurance-code