Complaints and dispute resolution process
Emergence NZ Limited is committed to meeting and exceeding our clients’ expectations whenever possible and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with Emergence including the conduct of anyone acting on our behalf. The complaints process also applies to complaints regarding a declined claim, the value of a claim or financial hardship.
This policy endorses and complies with the requirements of the Fair Insurance Code.
What is a complaint: A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected, or legally required. A complaint also includes such expressions of dissatisfaction made about us on a social media channel or account owned or controlled by us, where the person making the complaint is both identifiable and contactable.
Emergence recognises that when a complaint is made that the person making the complaint expects Emergence to do something about the complaint. Emergence commits to keep an open mind about any complaint and to attempt to resolve it in a fair, timely and transparent manner.
Making a complaint
If you have any concerns or wish to make a complaint in relation to the insurance policy we issue, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
A complaint can be made by email telephone or by mail. A complaint can be directed to either of:
The Complaints Officer
Emergence NZ Limited
P: 0800 129 237
M: Level 11, Shortland Centre, 55 Shortland Street, Auckland 1140 New Zealand
Emergence will acknowledge each complaint in writing within 2 business days of receiving the complaint and must investigate and attempt to resolve the complaint to your satisfaction within 10 business days (this is called a stage 1 response).
If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. We will notify Lloyd’s within 7 calendar days of issuing a stage 1 response.
The address for the Lloyd’s general representative in New Zealand is:
P: +64 4 472 7582
M: C/o Hazelton Law, PO Box 5639, Wellington, New Zealand
Lloyd’s will advise you whether the complaint will be handled by them or by the Lloyd’s complaints team in the UK.
Lloyd’s will acknowledge your complaint within 5 business days and will attempt to resolve the complaint to your satisfaction in 2 months from receiving the complaint. Lloyd’s will keep you updated of every 10 business days.
You may refer your complaint to the Insurance and Financial Services Ombudsman (IFSO), if your complaint is not resolved to your satisfaction within 2 months. IFSO can be contacted as follows or you can find information about IFSO through:
P: 0800 888 202 or +64 4 499 7612
M: PO Box 10-845, Wellington
IFSO is an independent body that operates nationally in New Zealand and aims to resolve disputes between you and your insurer. Your dispute must be referred to IFSO within 3 months of the date of the deadlock letter. Determinations made by IFSO are binding on emergence and Lloyd’s.
Clients not eligible for referral to IFSO, may be eligible for referral to the Financial Ombudsman Service (UK). Such referral must occur within 6 months of the final decision by the Complaints team at Lloyd’s. Further details will be provided to the complainant with the Lloyd’s final decision letter.
You can contact Lloyd’s in the UK at:
P: +44 (0)20 7327 5693
M: Complaints, Fidentia House, Walter Burke Way, Chatham Marine, Chatham, Kent, ME4 4RN, UK