Complaints Procedure
At Stamford Insurance, we take complaints seriously and aim to resolve any concerns as quickly and fairly as possible.
If you have any concerns or wish to make a complaint in relation to your policy, our service, or an insurance claim, please contact us in the first instance. We will do our best to resolve the matter to your satisfaction in accordance with our Internal Dispute Resolution process.
Step 1: Contact Stamford Insurance
Complaints Officer
Stamford Insurance
Private Bag 68910, Victoria Street West, Auckland, 1142
📧 info@stamfordinsurance.co.nz
📞 0800 927 0100
Our Complaints Process
We’re committed to providing our clients with the highest level of customer service. If our service should occasionally fall short, we make every effort to resolve issues promptly and fairly.
Let us know if you’re not happy with something and we’ll do our best to put things right.
Here’s an outline of our complaints process.
If Your Insurer Is Pacific Insurance
If your building warranty insurance is underwritten by Pacific Insurance:
You may also contact them directly or view their complaints process here:
🔗 Pacific Insurance Complaints Procedure
If your complaint with Pacific Insurance cannot be resolved to your satisfaction, you may also contact:
Financial Services Complaints Limited (FSCL)
📍 PO Box 5967, Lambton Quay, Wellington 6145
📧 info@fscl.org.nz
📞 0800 347 257
🌐 www.fscl.org.nz
This is a free, independent dispute resolution service.
If Your Insurer Is Lloyd’s
If your building warranty insurance is underwritten by Lloyd’s:
If your complaint relates to the insurer, we will escalate the matter to:
Lloyd’s General Representative in New Zealand
📧 IDRNewZealand@lloyds.com
📞 +64 4 472 7582
📮 PO Box 5639, Wellington, New Zealand
After review, you will be advised whether your complaint will be handled by the Lloyd’s team in Australia or the UK.
A final decision will be provided within two months of the date your complaint was first made, unless exceptional circumstances apply.
If you are not satisfied with the outcome or the complaint is not resolved within two months, you may refer the matter to:
Insurance & Financial Services Ombudsman (IFSO)
📧 info@ifso.nz
📞 0800 888 202 or +64 4 499 7612
📮 PO Box 10-845, Wellington, New Zealand
🌐 www.ifso.nz
Your complaint must be referred to IFSO within three months of receiving the final decision, unless special circumstances apply.
Legal Jurisdiction (Lloyd’s Policies Only)
Lloyd’s underwriters agree:
- Any dispute under this policy is subject to New Zealand law and jurisdiction.
- Legal notices may be served on:
Mr Simon Wilson
Lloyd’s General Representative in New Zealand
c/o Hazelton Law, Level 29, Plimmer Towers
2–6 Gilmer Terrace, Wellington
newzealand.rep@lloyds.com
All participating underwriters will abide by the final decision of a New Zealand court or appellate court.
