If you have a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, please contact nib Travel Services using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
nib Customer Relations Mail: PO Box A975, Sydney South, NSW, 1235, Australia Email: travelcomplaints@nibtravel.com Phone: 0800 800 608
We will acknowledge your complaint within 5 business day and provide you with the contact details of the person handling your complaint.
We will respond to your complaint within 10 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe.
If we are unable to resolve your complaint within 2 months of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Insurance & Financial Services Ombudsman (IFSO).
The IFSO provides a free and independent dispute resolution service for consumers who have a dispute with their financial service provider falling within its terms of reference. You can contact IFSO at:
Insurance & Financial Services Ombudsman Scheme (IFSO) Website: www.ifso.nz Email: info@ifso.nz Telephone: 0800 888 202 or +64 4 499 7612 In writing to: Insurance & Financial Services Ombudsman Scheme (IFSO), PO Box 10-845, Wellington 6143, New Zealand
Allianz Partners
Internal and External Disputes Resolution Process
At Allianz Partners, we strive to do things the right way. Sometimes complaints and disputes do occur, and when this happens our objective is to provide you with resolution in a fair, transparent and timely manner.
General Complaints
If you are unhappy with any aspect of your policy, or if you have a complaint about the service you have received, please contact us by phone on 0800 800 048, or email us at help@allianz-assistance.co.nz.
We aim to resolve your complaint immediately, but in the unlikely event that this is not possible, your complaint will be escalated to the appropriate Team Leader or Manager for investigation.
Claims Appeals
If you are unhappy with a claims decision, the following steps set out our claims appeals process.
Stage 1
Please contact us by telephone or email to discuss the decision. It may be that we have not considered every aspect of your claim as we should have or you may be able to provide us with additional information which will allow us to reconsider your circumstances. Alternatively, we may be able to provide you with a clearer explanation of the reasons for our decision.
Stage 2
If we are unable to provide you with an outcome you are satisfied with, you may appeal the decision to our Dispute Resolution Manager. Please put your complaint in writing and send it to us by email or post.
Post: Allianz Partners, PO Box 33-313, Takapuna, Auckland 0740, Attention: Dispute Resolution Manager Email: DisputeResolution@allianz-assistance.co.nz, Attention: Dispute Resolution Manager
If you have any additional information or documentation which you believe may help to support your claim, please take this opportunity to provide it.
We will acknowledge receipt of your complaint within 5 business days from when we receive it and we will respond to your complaint within 10 business days. If we are unable to provide you with the outcome within 10 business days of receiving your complaint, we will contact you to advise you of the timeframe within which you can expect to hear from us.
In circumstances where no reasonable alternative timeframe has been agreed on, or, if we cannot resolve your complaint to your satisfaction within 2 months, we will explain our reasons to you in writing, and provide you with a 'letter of deadlock' so that you can take your complaint to our independent, external dispute resolution scheme.
External Disputes Resolution Process
If you are not satisfied with the outcome of your complaint, you may, subject to their terms of reference, choose to have your complaint reviewed independently by the Insurance and Financial Services Ombudsman Limited (IFSO).
IFSO provide an independent disputes resolution service and their decisions are binding on us. You have up to 3 months to contact IFSO after our final decision is issued to you. If you do not contact IFSO within this timeframe, they may be unable to consider your complaint.
The contact details for IFSO are: Freephone: 0800 888 202 Telephone: 04 499 7612 Email: info@ifso.nz Website: www.ifso.nz