Complaints

At All In Insurance Brokers, we are dedicated to delivering exceptional customer service and high-quality products. If you feel we have fallen short in any area, we welcome your feedback.

Should you be unsatisfied with the services provided by a member of our team, please reach out directly to your financial adviser or financial advice provider.

If your financial advice provider has their own license, they will handle your complaint through their internal complaints process. Conversely, if they operate under All in Insurance Brokers’ license, they will escalate your complaint to us if a satisfactory resolution cannot be achieved. Our complaints officer will formally acknowledge your complaint in writing and will strive to resolve it fairly and promptly.

If your complaint remains unresolved to your satisfaction, or if you prefer not to contact the individual who provided your initial service, please feel free to reach out to us using the following methods:

We approach every complaint with transparency and a commitment to fairness. We strive to resolve your complaint within 20 days. If we need more time, we will provide you with a written update explaining the reason for the delay, outlining the steps we are taking to address your concerns, and informing you of the expected timeframe for a resolution.

In addressing your complaint, we have several remedies available, including but not limited to:

Offering an apology or explanation regarding the matter;
Coordinating with insurers or premium funders to achieve a satisfactory resolution;
Providing claims advocacy, including support through the insurer’s internal dispute resolution process.

If you find that your complaint has not been resolved satisfactorily with All in Insurance Brokers, you may escalate it to Financial Services Complaints Limited (FSCL). As an independent external ombudsman and dispute resolution service, FSCL specializes in handling complaints against financial service providers, including insurance brokers.

Their services are free for consumers, and their decisions are binding on All in Insurance Brokers (but not on you). For more information about FSCL, you can visit our website or www.fscl.org.nz. You may also contact FSCL directly at 0800 347 257 or via email at [email protected].