Make a Complaint

Concerns or feedback on our service?
The Classic Cover team are always looking for opportunities to understand our clients better. We appreciate when clients take the time to notify us of any concerns and are open to receiving your feedback on ways we can improve the service we deliver.

Improving our Service
Some complaints may require no action but every complaint is important and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

When a complaint is made we will:

  • Record your complaint, you may be asked to complete a Complaint form
  • Acknowledge your complaint
  • Investigate and review your complaint
  • Propose a resolution

Our guide will help you understand these steps and what to expect when a complaint is made.

Complaint Form

If we cannot agree how to fix the issue?

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
Ph 0800 888 202 or (04) 499 7612
Fax (04) 499 7614
Post PO Box 10-845
Wellington 6143
Web www.ifso.nz

 
 
 
 
 
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