Ombudsman

Feedback
As valued customers and business partners, your thoughts and views are very important to us. We'd love to hear from you, so that we can use your feedback to provide an even better service.

Complaints Process
We'll always do our best to get things right and provide you with great service, however, if things do go wrong, here's what to do:

Email our customer services team (info@dplinsurance.co.nz) and we will try to sort out the problem with you.

If you're not happy with this outcome, write to:

The Complaints Handling Officer
DPL Insurance Ltd
PO Box 1232
Auckland City 1140

We'll acknowledge your complaint within 24 hours and make sure it's fully investigated. You'll receive written advice of the outcome within 7 working days, or, if no decision has been made, we'll give you an update on the progress of your case. Finally, if we are unable to resolve your complaint within two months we'll let you know.

We are a participant of the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). The IFSO Scheme resolves complaints about insurance and financial services. This is an independent scheme that's free of charge to you.

The Insurance & Financial Services Ombudsman has the authority to make decisions binding upon insurance companies for certain claims up to the value of $200,000 (excluding GST). Please contact the Insurance & Financial Services Ombudsman if you wish to have your complaint considered by them.

You must contact the Insurance & Financial Services Ombudsman office no later than two months after we informed you that deadlock has been reached with your claim.

You can contact the Insurance & Financial Services Ombudsman by phoning 0800 888 202 or (04) 499 7612, by fax at (04) 499 7614 or by writing to PO Box 10-845, Wellington 6143.

You'll find additional information and contact details at www.ifso.nz


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