Making A Complaint


We treat complaints seriously. If you have a concern about this policy or the insurance services we provide, please let us know. If your complaint is about a travel insurance policy, claim, or the customer service we provide, please call us on 0800 367 729 or email details of your complaint to [email protected]

We’ll acknowledge your complaint and attempt to resolve it within 10 business days, if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.

In the unlikely event that this doesn’t resolve the matter or you are not satisfied with the way your complaint about this policy has been dealt with, you can contact the insurer directly at:

Lloyd’s Underwriters’ General Representative in New Zealand

PO BOX 5639

Wellington 6145

Telephone: + 04 4727582

Email: [email protected]


If your complaint remains unresolved after this process or you haven’t received a written response within 60 calendar days, you may lodge a complaint with the Insurance & Financial Services Ombudsman.

Phone: 0800 888 202 (free call)

Mail: GPO BOX 10-845

Wellington, 6145, New Zealand


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 our deadlock letter. Determinations made by IFSO are binding upon us.