At Provident Insurance we do all we can to provide the best service. However, if you have a complaint, we’ll do our best to resolve the situation.

 

 

We take all reasonable steps to resolve customer complaints, ensuring reviews are handled with care and decisions are sought within a fair and reasonable timeframe. In most cases the team handling your complaint can resolve the matter with you. In some cases, a more in-depth investigation is required.

 

Here’s how our complaint resolution process works:

1. Receiving a complaint

After you send us the complaint form, we’ll send an initial response acknowledging your concern as soon as possible. Check out the end of this document to see the ways you can lodge a complaint.

 

2. Investigate and resolve

We will explore all possible resolutions before coming to a decision. We will respond to your complaint within 10 business days of the date we have all the information we need to determine your complaint. If we have to do more work or ask for more information, we will get in touch to agree a reasonable timeframe with you.

                                                                  

Complaints can sometimes be held up because we need information from third parties, but if this happens, we will keep you informed.

 

3. Escalation

We’ll first try to resolve your complaint through our internal complaints resolution process. If we can’t do this to your satisfaction we will explain our reasons in writing and offer you a ‘deadlock’ letter so that you can take your complaint to our external dispute resolution scheme, which is the Insurance & Financial Services Ombudsman.

 

4. Insurance & Financial Services Ombudsman (IFSO) referral

The IFSO provides a free and independent service designed to resolve complaints between consumers and financial service providers. If we issue a letter of deadlock, and your complaint is within their jurisdiction, you may be able to refer your complaint to the IFSO.

 

For more information on the IFSO and their jurisdiction please refer to www.ifso.nz.

 

If you think you’ve been discriminated against you can contact the Human Rights Commission on 0800 496 877 or through its website www.hrc.co.nz.

 

 

Here’s how to get in touch:

First, please contact one of our customer service representatives on 0800 676 864.

 

If our customer service representative can’t resolve the matter, you can make a formal written complaint by completing a Complaint Lodgement Form and posting or emailing it to our Internal Complaints Service:

 

Attention:

 

Internal Complaints Handling Service

Provident Insurance Corporation Limited

PO Box 33 743

Takapuna

Auckland 0740

 

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.