Complaints Management Process

We always welcome your comments and feedback. If you have a problem, concern, or complaint about any part of ICIB’s service, please let us know so that we can try to resolve the issue. You may contact the internal complaints scheme by referring the matter to your regular ICIB contact, or the CEO.


Step 1.

Let us know what your concerns are:

By telephone on:         (09) 377 4314

By mail to:                   Attn CEO, ICIB Ltd, PO Box 3174, Auckland, 1140

By email to:                 insurance@icib.co.nz


We’ll acknowledge your complaint as quickly as possible but always within 2 business days.


Step 2

If you can’t reach a resolution working together with your regular ICIB contact, the matter will be referred to a Senior Manager who’ll aim to investigate and resolve your complaint within 10 business days.

If this isn’t possible, we’ll advise you of progress within that time.


Step 3

If after working with that Manager, we are still unable to resolve your complaint, we’ll advise you in writing to enable you to refer your case to our external disputes resolution service.


Step 4

If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints process, you can contact our external disputes resolution service: Financial Service Complaints Ltd.

Financial Service Complaints Ltd is an independent authority that will carry out an impartial investigation.


This service has no cost to you and will help us resolve any disagreements.  

You can contact Financial Service Complaints Ltd:

By telephone on:         0800 347257                                       Fax:                 04 47203727

By mail to:                   PO Box 5967, Wellington, 6145

By email to:                 info@fscl.org.nz                                  Web:                www.fscl.org.nz

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