Give us feedback
Make a complaint
If you're not happy with something, let us know and we'll do our best to fix it.
1. Give us a call
|Monday to Friday||8am - 8pm|
|Saturday||9am - 6pm|
|Sunday and public holidays||9am - 5pm (chat only)|
Often issues can be cleared up right away. We’ll do our best to fix the problem on the spot or put you in touch with someone who can.
If you’re not satisfied with the outcome, you’re welcome to ask to talk to a Customer Care Manager.
Fair Insurance Code
Trade Me Insurance is underwritten by Tower. Tower is a Financial Advice Provider. For a copy of our publicly available disclosure document please refer here.
Tower Insurance is a member of the Insurance Council of New Zealand (ICNZ) and we abide by the ICNZ Fair Insurance Code.
2. Contact our Customer Care Manager
Every now and then, there’ll be a disagreement that can’t be easily resolved. Our Customer Care Manager will arrange to have your complaint reviewed impartially. This will ensure a fair and open process.
You’ll hear back from us within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll keep you updated with progress.
Once we have all the information we need, we’ll aim to give you an answer within ten working days.
If it is a complicated investigation that needs more time, we’ll keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.
3. Contact the Insurance and Financial Services Ombudsman Scheme
Phone: 0800 888 202
Write to: PO Box 10845, Wellington 6143
The Insurance and Financial Services Ombudsman Scheme (IFSO) is on hand for those rare cases where customers and their insurers can’t come to a resolution. If, despite your efforts and ours, we can’t agree, you can ask us to provide you with a Letter of Deadlock.
You then have three months from the date of the Letter of Deadlock to take your complaint to the IFSO Scheme. They are a completely independent authority and their service is free.
Tower Insurance is bound by the IFSO Scheme ruling and will fully comply with whatever they decide. For more details, visit www.ifso.nz