Complaints Process
At Prestige Insurance, we are committed to providing excellent customer service and quality products. If you believe we have not delivered in a particular area, we would like to hear your comments.
If you are not fully satisfied with the services provided by your financial adviser, please contact your financial adviser or Prestige Insurance directly.
How to Make a Complaint
- Call: +64 9 275 5888 and ask for the Complaints Officer
- Email: complaints@prestigeinsurance.co.nz
- Mail: Prestige Insurance Broker Services Limited, Complaints Officer
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 their manager and notify you accordingly. We will acknowledge your complaint within five working days of receiving it. This acknowledgement will include our response timeline and the name of the manager handling your complaint.
The manager will investigate your complaint and contact you to try to resolve the matter. It is important that you provide all relevant information to assist with the review.
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 at that point, we will explain why and advise when we will next contact you.
Within 40 working days of receiving your complaint, we will issue a final resolution. If we need to continue our review beyond this timeframe, we will explain the reason for the delay and the expected timeframe for a full response.
External Dispute Resolution
If you are unable to resolve your complaint with Prestige Insurance, you may refer it to the Financial Disputes Resolution Service (FDRS), of which Prestige Insurance is a member.
FDRS is an approved independent dispute resolution scheme that handles complaints against financial service providers, including insurance brokers. FDRS is free to consumers, and its decisions are binding on Prestige Insurance but not on you.
Further information is available at fdrs.org.nz, or you may contact FDRS directly on 0508 337 337.