Complaints Process

Travel Insurance Brokers Ltd is committed to providing a high standard of service. If you are unhappy with our services, we encourage you to tell us so we can work to resolve the issue promptly and fairly.

Step 1: Contact Us

Please contact us with details of your complaint:

Email: geb@travelinsurancebrokers.co.nz
Phone: 0800 855 0772

Please include your name, contact details, and any relevant policy or reference numbers. We will acknowledge your complaint and aim to resolve it as quickly as possible.

Step 2: Internal Review

If your complaint cannot be resolved immediately, it will be reviewed by a senior member of our team who was not directly involved in the matter. We may contact you if further information is required and will keep you informed of progress.

Step 3: Independent Dispute Resolution

If you are not satisfied with our final response, or if we are unable to resolve your complaint within a reasonable timeframe, you may refer your complaint to our independent dispute resolution scheme at no cost to you:

Financial Services Complaints Ltd (FSCL)
Phone: 0800 347 257
Email: info@fscl.org.nz
Website: www.fscl.org.nz
Post: PO Box 5967, Lambton Quay, Wellington 6145

FSCL is an independent, government-approved dispute resolution service. You can contact FSCL at any time, but they generally ask that you give us the opportunity to resolve your complaint first.