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Legal

Complaints Process

If you're unhappy with any part of the advice or service you received from Kapi Insurance, we want to hear about it. Complaints help us improve, and we'll work to put things right.

Kapi Insurance Brokers Limited is a licensed Financial Advice Provider (FSP1012258) and a member of the Insurance and Financial Services Ombudsman Scheme (membership 5008525).

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.

Email hello@kapiinsurance.co.nz
Post Kapi Insurance, 100 Harold Street, Mount Eden, Auckland 1024

What happens when you complain

  1. We acknowledge your complaint

    We acknowledge your complaint in writing within two business days, with a reference number and the name of the person handling it.

  2. 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.

  3. 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.

  4. 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

Kapi Insurance is a member of the Insurance and Financial Services Ombudsman (IFSO) Scheme. If we can't resolve your complaint, or you feel it hasn't been handled properly, you can take it to IFSO. 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

Website www.ifso.nz
Phone 0800 888 202
Email info@ifso.nz

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.

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