Complaints Process
If you are not happy, we want to know so that we can help. Our goal is to have loyal and happy customers. We want our customers to be completely satisfied in all dealings with us.
This is part of our commitment to the General Insurance Code of Practice.
TLC is committed to:
Listening to what our customers and brokers tell us
Being accurate and honest in telling customers and brokers about our products and services
Communicating clearly with our customers and brokers
Resolving any customer complaints or concerns
Customers are encouraged to contact us with the following messages:
By phone
If you have a complaint, please phone the number on the back of your policy wording or call 0800 852 467 weekdays 8.30am to 5.00pm. Here you can discuss your concern with one of our team members.
In writing
Send us the full details of your complaint, including any support documents. Mail to: PO Box 7006, Tauranga, New Zealand.
In person
If you would like to meet with us in person, please call 0800 852 467 and to arrange an appointment.
TLC Insurance Complaints Procedure
When first advised of a complaint:
The complaint will be handled by a person who has authority to deal with it. This person will review your complaint, consider the facts and contact you to resolve the complaint as soon as possible, usually within 24 hours.
If the matter cannot then be resolved to your satisfaction, it will be referred to the relevant manager, who will contact you within 5 working days.
If you are still not satisfied with the outcome, it will be referred to Management.
You will receive TLC's final decision in writing within 15 working days from the date you first made the complaint.
If more information is required or we need to assess or investigate your complaint, TLC will agree a reasonable alternative timeframe with you.
If the complaint remains unresolved, you can undertake dispute resolution proceedings directly with the office of the Insurance & Financial Services Ombudsman as the selected dispute resolution scheme required under the terms of the Financial Service Providers (Registration and Dispute Resolution) Act 2008. Contact details as below:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
New Zealand
www.ifso.nz or info@ifso.nz
HEAD OFFICE
127 Second Avenue, Tauranga 3110
PO Box 7006, Tauranga 3148
Phone. +64 7 544 6686
Freephone. 0800 TLC INS (0800 852 467)
Email. info@tlcinsurance.co.nz
