It is important to us that you are happy with your cover and our service. If there’s a problem, let us know so we can try and resolve the issue quickly and fairly.
To make a complaint please complete this form.
Or contact us directly using details below:
- Home Loan Insurance,
- Credit Card Repayment Insurance issued after 10 April 2011, and
- Life & Living Insurance issued before 16 August 2016
An nib staff member will try to resolve your complaint in the first instance. If we can’t do that, the complaint will be escalated to a team leader or manager who will contact you within two business days.
Any complaints not resolved by the team leader or manager will be escalated to the nib complaints committee – a group of senior managers who meet to review and look to resolve escalated complaints.
We will try to resolve your complaint within 14 days. If that is not possible, we will keep you updated with our progress.
Getting an external review of the decision
We'll make every possible effort to resolve your complaint quickly and fairly. If you are not satisfied with the outcome of your complaint, you have access to the Insurance & Financial Services Ombudsman (IFSO), a free, independent dispute resolution service.
To contact the IFSO please use their online complaint form or contact them:
Phone: 0800 888 202
Post: IFSO Scheme PO Box 10-845 Wellington 6143 New Zealand