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Terms & Conditions

Complaints Disclosure

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know. Please send an email to hello@policywise.co.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:

  • acknowledge your complaint within 1-2 business days by email and include our Complaints Disclosure explaining how we’re going to deal with your complaint.

If your complaint is for an insurer or any party other than Policywise, we will:

  • forward your complaint to the insurer/concerned party.
  • follow up with the insurer/concerned party every week until a response or resolution is received.
  • update you with their response or resolution within 2 business days upon receipt.

If your complaint is for Policywise or any of its advisers, we will:

  • consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • aim to resolve complaints within 20 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
  • contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited (FSCL).

FSCL is independent and free for clients and it is an external dispute resolution scheme approved by the Minister of Consumer Affairs.

FSCL’s service does not cost you anything and they will help resolve the complaint. You can contact them through any of the following: 

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