Complaints and dispute resolution
Chubb Life Insurance New Zealand
Our internal complaints process
Although we strive to provide our customers with the highest possible level of service, there are times when you might not be satisfied. If you're dissatisfied, please call us immediately on 0800 900 047. Our customer service consultants will do their best to resolve your issue straight away.
If our customer service consultants are unable to resolve your issue, they can escalate it to our Customer Resolutions Team who will follow a more formal internal complaints process. Alternatively, you can contact our Customer Resolutions Team directly at any time, using the following details:
Customer Resolutions Team
Chubb Life NZ Ltd
Private Bag 921 31
Victoria Street West
Auckland 1142
ChubbLifeComplaints.NZ@chubb.com
We'll acknowledge receipt of your complaint within two working days of receiving it. Our Customer Resolutions Team will undertake a thorough investigation and aim to provide you with a decision within ten working days. In some cases we may need more time or further information but we'll keep you updated during this process. If we can't resolve your complaint, or two months have passed since it was made, we'll issue a letter explaining our reasons and confirming that we've reached a deadlock.
External resolution process
Chubb Life NZ is part of an independent external dispute resolution scheme operated by the Insurance and Financial Services Ombudsman (IFSO). If we're unable to come to a resolution, you can contact IFSO within 3 months of the date of our deadlock letter for free, independent resolution of your complaint, subject to IFSO’s Terms of Reference. IFSO can be contacted using the following details:
Freephone 0800 888 202
Email info@ifso.nz
Website www.ifso.nz
Fax 04 499 7614
Address PO Box 10845, Wellington 6143
Your insurance is underwritten by Chubb Life Insurance New Zealand Limited (Chubb Life). Chubb Life has an A (Excellent) financial strength rating given by A.M. Best Company Inc. A summary of the rating scale is: A++, A+ Superior | A, A- Excellent | B++, B+ Good | B, B- Fair | C++, C+ Marginal | C, C- Weak | D Poor | E Under Regulatory Supervision | F In Liquidation | S Suspended. For the full rating scale and more rating information visit www.ambest.com/ratings/guide.pdf