Resolving a Complaint or Problem
Our goal is to provide you with the highest levels of quality service and support at all times. But if you do have a complaint or encounter a problem, please let us know as soon as you can. Your feedback helps us continue to improve the products and services we offer. We are committed to sorting things out as quickly and fairly as possible, and we assure you that we will do our best to address your complaint quickly and sincerely.
We have a well-established and highly effective escalation process, meaning we will work with you to address your concerns as quickly as possible, whilst still providing you options to take the matter further if you are unhappy with the outcome.
Step One: Talk to Us
You can let us know about your concern in any of the following ways.
A quick chat, email or meeting with one of our staff is often all that’s needed to sort out your concern.
Call us on: 0800ZENITH
Pop in to see us at one of our Branches
Step Two: Contact our complaint resolution team
If you feel that the staff member you dealt with did not resolve your complaint to your satisfaction, you can do any of the following:
Ask to speak to Brent Postleweight on 0800ZENITH
Sometimes it helps to document your concerns.
Step Three: Ask the Insurance FSCL to help
We hope that your complaint has been resolved before this stage. If not you can ask for independent help from the FSCL.
How to contact the FSCL
Financial Services Complaints Limited www.fscl.org.nz
Write to: PO Box 5967, Wellington 6145
Freephone: 0800 347 257
Freephone: 0800 347 25