Legal
Complaints Process
We take complaints seriously. If you are unhappy with any aspect of our advice or service, we want to know about it so we can put it right.
How to make a complaint
If you would like to make a complaint, you can contact us using any of the methods below. Please provide as much detail as possible, including your policy number (if applicable), what happened, and what outcome you are looking for.
What happens when you complain
We acknowledge your complaint
We will acknowledge your complaint in writing within two business days of receiving it. We will provide you with a reference number and let you know who is handling your complaint.
We investigate
We will review the details of your complaint, gather relevant information, and speak with anyone involved. We may contact you to ask for additional information or to clarify the details.
We respond
We aim to resolve complaints as quickly as possible. We will provide you with a written response that sets out our findings and any actions we will take. If we need more time, we will keep you updated on the progress.
Resolution
If you are satisfied with our response, we will close the complaint. If you are not satisfied, you have the right to refer your complaint to our external dispute resolution scheme (see below).
External dispute resolution
If we are unable to resolve your complaint to your satisfaction, or if you feel your complaint has not been dealt with appropriately, you can refer it to the Insurance and Financial Services Ombudsman (IFSO) Scheme. IFSO is a free, independent service that helps resolve disputes between consumers and financial service providers.
You can contact IFSO if:
- You have already made a complaint to us and are not satisfied with the outcome.
- We have not responded to your complaint within a reasonable timeframe.
- Your complaint has reached a deadlock and no further progress can be made.
Contact IFSO
Our commitment to you
We treat all complaints confidentially and fairly. Making a complaint will not affect the service you receive from us or the terms of any existing policy. We use complaints as an opportunity to improve our service for all customers.
If you need assistance at any stage of the complaints process, please do not hesitate to contact us at hello@kapiinsurance.co.nz.
Need to get in touch?
Whether you have a complaint or just a question, get in touch.