Problems, Complaints & Dispute Resolution
ILG aims to provide you with the highest quality of advice, service and support.
If you encounter a problem or have a concern or complaint about any service that ILG have provided, you should let us know about it as soon as you can.
Our complaints process outlined below aims to address your concerns.
Step 1 – Let’s sort it out
Discuss your problem, concern or complaint with the person that you have been dealing with and try to resolve it.
Your advisor may be contacted by telephone on 09 448 2092 (ask for the person that you have been dealing with by name), by email or by calling in at our offices which are situated at 76 Paul Matthews Road, North Harbour, Auckland.
Step 2 – Review
If your are not able to resolve your problem, concern or complaint directly with the person that you have been dealing with then you should immediately refer the matter to Keith MacKenzie the Group General Manager who may be contacted by telephone, email or post as follows :
Address : The General Manager
ILG Insurance Brokers Ltd
P O Box 303192
Email : firstname.lastname@example.org
Telephone: 09 448 2095
Fax: 09 448 2182
When notifying us of your problem, concern or complaint please provide full details thereof including the following information (or download, complete and return this “Feedback Form”) :
The name in which your policy is issued
Your contact details
Full Details of your complaint
Your complaint will be considered by the Group General Manager or, in his absence, another senior member of staff and reviewed by a Director of the company.
Additional information and/or a meeting may be requested.
Step 3 – Referral to the Insurance & Financial Services Ombudsman Scheme Inc (IFSO Scheme).
ILG are a participant in the Insurance & Financial Services Ombudsman Scheme Inc (“IFSO” Scheme).
If your problem, concern or complaint has not been resolved after going through our complaints process you can refer the matter to the IFSO Scheme which is a free, independent dispute resolution scheme.
”The Insurance & Financial Services Ombudsman Scheme Inc (IFSO Scheme)” may be contacted by telephone, email, post or via their website as follows :
Postal Address : P O Box 10-845
Email : email@example.com
Website : www.ifso.nz
Freephone : 0800 888 202 (within NZ)
Fax : 04 499 7614