Legal
Complaints Process
If you're unhappy with any part of our advice or service, we want to hear about it. Complaints help us improve, and we'll work to put things right.
How to make a complaint
You can lodge a complaint using any of the methods below. Please include your policy number (if you have one), a description of what happened, and the outcome you'd like.
What happens when you complain
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We acknowledge your complaint
Within two business days of receiving your complaint, we'll send you a written acknowledgement with a reference number and the name of the person handling it.
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We investigate
We review the details, gather the relevant information, and speak with anyone involved. We may contact you if we need to clarify anything.
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We respond
We aim to resolve complaints quickly. You'll receive a written response setting out our findings and any actions we'll take. If we need more time, we'll keep you updated.
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Resolution
If you're happy with the outcome, we close the complaint. If not, you can refer it to our external dispute resolution scheme (details below).
External dispute resolution
If we can't resolve your complaint, or you feel it hasn't been handled properly, you can take it to the Insurance and Financial Services Ombudsman (IFSO) Scheme. IFSO is a free, independent service for 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
All complaints are treated confidentially and fairly. Lodging a complaint will not affect the service you receive from us or the terms of any existing policy.
If you need help at any stage, contact us at hello@kapiinsurance.co.nz.
Need to get in touch?
Whether it's a complaint or just a question, we're here.