Licence status and conditions

ILG INSURANCE BROKERS LIMITED, FSP36171 trading as ILG and/or INSURANCE & LENDING GROUP (ILG, we, our) holds a transitional financial advice provider licence, issued by the Financial Markets Authority, to provide financial advice.

It is a condition of our licence that we, together with any person suitably qualified to do so giving advice on our behalf, can provide advice on fire & general, life, health, trauma, income protection & retirement insurance products, Kiwi saver, investments and mortgages.

Nature and scope of financial advice service

We engage financial advisers to provide financial advice on fire & general, life, health, trauma, income protection & retirement insurance products, on our behalf. These are products that insure your personal or business assets or protect you, &/or your business against loss of income and liability to others. Our financial advisers can also give you advice on Kiwi saver, investments and mortgages.

We have access to most insurance markets (excluding direct Insurers) along with access to overseas markets as required and mortgage finance companies in New Zealand.

A list of the types of insurance and financial services we can provide advice on and the product providers who provide such products or services can be found at www.ilg.co.nz.

The specific types of insurance and financial products that individual advisers can advise customers on may vary.

Fees, expenses or other amounts payable

We will charge a fee for implementing the advice given to you and for updating your policies and dealing with claims that you report during the period of insurance which will be shown on our invoice to you. The amount of fee charged will be $75 (excl. GST) per policy or insured item (if more than one) under a private or domestic insurance policy covering your home, contents, motor vehicle/cycle or pleasure craft or up to 15% of the total amount charged to you in respect of a commercial/business insurance policy and will be payable on payment of your premium.

Premium funding

Premium funding products enable you to pay your insurance premium over the term of your policy (or such shorter term as may be agreed with the premium funder) by instalments rather than as one amount. Premium funders charge interest and they take a power of attorney over your insurance policy this means they have the ability to cancel your insurance policy if you fail to pay an instalment. 

Our shareholders own INSURANCE & LENDING FINANCE LIMITED, a premium funding company.  This company may, at your request, fund your premium allowing you to spread the payments over the term of your policy (or such shorter term as may be agreed).

ILG do not receive any remuneration from INSURANCE & LENDING FINANCE LIMITED for any premium funding that they may provide to you.

Conflicts of interest and commissions or other incentives

ILG will receive commission from the insurance companies on whose policies we give advice. If you decide to take out a policy, the insurer will pay us commission based on the premium that you pay.

A financial adviser may have a conflict of interest in circumstances where financial advice has been provided to two clients who later have a dispute, including in respect of liability. In this instance the adviser would clearly disclose the conflict of interest to the clients and would refer one of these clients to another of our financial advisers for further advice and assistance.

We manage all conflicts of interest, ensuring our financial advisers prioritise your interests above their own, by following an advice process that ensures our recommendations are made on the basis of your needs and circumstances. All of our financial advisers complete training to understand and manage conflicts of interest. We maintain a register of conflicts of interests and any gifts and other incentives that we may receive. We review our compliance programme annually.

Duties

ILG and our financial advisers are bound by the following duties under the Financial Markets Conduct Act 2013 to:

meet the standards of competence, knowledge, and skill set out in the Code of Professional Conduct for Financial Advice Services (Code of Conduct), which form part of the wider regulatory regime for financial advice and ensure we have the expertise necessary to provide you with advice; and
give priority to your interests by taking all reasonable steps to ensure that the advice given to you is not materially influenced by our own interests or the interests of any other person connected with the giving of advice; and
exercise care, diligence, and skill that a prudent person engaged in the occupation of giving related financial advice would in the same circumstances; and
meet the standards of ethical behaviour, conduct, and client care set out in the Code of Conduct, to treat you as we should and to provide you with suitable advice.

Complaints

If you are unhappy with our financial advice service please contact your financial adviser so he or she can try to put things right.

If you wish to make a complaint or do not feel comfortable discussing your concerns with your adviser, you can contact us as follows:

Call us on +64 (0)9 448 2092 between the hours of 8.00 am and 5.00 pm on weekdays
Email us at insure@ilg.co.nz
Write to us at P O Box 303192, North Harbour, Auckland, 0751 addressing your letter to the attention of The General Manager

 

How your Complaint will be handled

Your adviser will attempt to resolve any issue of dissatisfaction with you immediately.

If the matter cannot be resolved to your satisfaction, the adviser will escalate the complaint to his or her manager, notifying you accordingly. We will send you an acknowledgement of your complaint within five working days of your complaint being notified to us. This letter will provide you with our timeline to respond to you and the name of the manager who will be managing our response. The manager will investigate and contact you to try to resolve the complaint to your satisfaction.  It is important that you provide this person with all relevant information. 

We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below.

If we are unable to resolve your complaint

We expect that our response to you will have addressed the concerns you have raised. If you feel that your concerns have not been appropriately considered, we invite you to submit any further information for consideration.

If we are unable to resolve your complaint despite our best efforts, you can contact our external dispute resolution scheme, who provides a free and independent dispute resolution service.

The contact details for our external dispute resolution service provider are:

THE INSURANCE & FINANCIAL SERVICES OMBUDSMAN SCHEME INC
P O Box 10-845, Wellington, NZ, 6143
Telephone :   0800 888 202
Email:          info@ifso.nz
Website :      www.ifso.nz

Contact details

ILG INSURANCE BROKERS LIMITED (FSP36171), trading as ILG &/or INSURANCE & LENDING GROUP is the Financial Advice Provider. We can be contacted as follows:

P O Box 303192, North Harbour, Auckland, 0751

Unit 6, 76 Paul Mathews Road, North Harbour, Auckland

Telephone:   +64 (0)9 448 2092

Email:          insure@ilg.co.nz