Making a complaint.
Not happy? We want to hear about it.
Our customers are the lifeblood of our business so, if you’re not happy with your policy or our service – please let us know. We’ll do all we can to resolve your complaint as quickly as possible. If we are not able to resolve your complaint immediately, we’ll follow our complaints process keeping you updated throughout.
There will be cases that require more investigation and collection of information which can take a bit longer, but we’ll be sure to keep you informed during this process.
Our complaints process.
We’ll do our best to resolve your complaint right away. Where we can’t do this, we’ll acknowledge your complaint within 2 working days of receipt and do our best to provide a full response within 7 working days. If it takes longer than expected, we’ll keep you updated on progress. If you’re not satisfied with the outcome, you can ask for your complaint to be escalated.
Your complaint can be escalated to our Complaints Committee for review. The Complaints Committee has members from different areas of our business who will review your concerns.
Tell us what your concerns are.
westpac.complaints@fidelitylife.co.nz
Fidelity Life, PO Box 27031, Marion Square, Wellington 6141, New Zealand
Or, you can fill in the online form here.
What if you're still not happy?
If you’re not satisfied with the outcome from the Complaints Committee, we can issue a letter of deadlock. You can then refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO), an independent organisation which resolves disputes between consumers and insurance and financial services companies. It’s a free service to consumers.
Not all complaints can be heard by IFSO so there are a few things to check when getting in touch with IFSO – please see their website. Please note that you’ll need to refer your complaint to IFSO within 3 months of receiving the letter of deadlock from us.
IFSO
0800 888 202 (free phone)
PO Box 10-845, Wellington 6143
Things you should know.
Westpac life insurance products are arranged by Westpac New Zealand Limited ("Westpac") and underwritten by Fidelity Life Assurance Company Limited ("Fidelity Life"). None of Westpac Banking Corporation ABN 33 007 457 141 (incorporated in Australia), Westpac, or any member of the Westpac Group of companies guarantee the obligations of, or any products issued by, Fidelity Life or any member of the Fidelity Group of companies.
Terms, conditions, exclusions and limits apply to Westpac life insurance products and more detail can be found in the relevant policy document. The availability of any insurance cover is subject to the acceptance and approval of a complete application. Any claim payment is subject to your claim being accepted.
Westpac accepts no responsibility for the availability or content of any third party websites and makes no representation as to the accuracy or currency of the materials.