Complaints And Disputes
If you have any concerns or wish to make a complaint in relation to your policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Stamford Insurance in the first instance:
Complaints Officer
Stamford Insurance Limited PO Box 305228, Triton Plaza, Auckland 0757
[email protected] 0800 927 0100
What happens next?
If Stamford Insurance is not able to resolve your complaint satisfactorily by close of business the 3rd working day following receipt of your complaint, they will refer your complaint to the Head of Compliance at SCOR Managing Agency Ltd., who will send you an acknowledgement letter within 5 business days. If you don’t receive any acknowledgement letter, or at any time if you wish to do so, you may contact the Head of Compliance yourself by writing to:
SCOR Managing Agency Ltd.
8 Bishopsgate,
London,
EC2N 4BQ
Telephone: 0203 817 5070
E-mail: [email protected]
SCOR Managing Agency Ltd will investigate your complaint and will provide you with a written response within 10 business days of your initial complaint. This will either be a Stage 1 response or a letter informing you that SCOR Managing Agency Ltd need more time for the investigation.
In the event that you remain dissatisfied with SCOR Managing Agency Ltd’s response then you may refer the matter to the Complaints team at Lloyd’s for a stage two review. This review will be conducted by Lloyd’s Australia on behalf of Lloyd’s in New Zealand. Lloyd’s Australia has 10 business days to resolve the complaint. If the matter cannot be resolved at stage two and/or it has been more than two months since the complaint was made, you will be advised of the reasons for this via a ‘deadlock’ letter and advised of your right to elevate the matter to IFSO.
Lloyd’s Australia Complaints Team
Email: [email protected]
Telephone: +61 (0)2 8298 0783
Post: Lloyd’s Australia Ltd, Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000, Australia
If the matter cannot be resolved at stage two and/or it has been more than two months since the complaint was made, you will be must be advised of the reasons for this via a ‘deadlock’ letter and advised of your right to elevate the matter to the Insurance and Financial Services Ombudsman (IFSO). IFSO can be contacted as follows:
Telephone: 0800 888 202 or +64 4 499 7612
Email: [email protected] or via their website www.ifso.nz.
Post: PO Box 10-845 Wellington New Zealand
Your complaint must be referred to IFSO within 3 months of the final decision, unless IFSO considers special circumstances apply. If your complaint is not eligible for consideration by IFSO, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
If we are unable to resolve your complaint despite our best efforts, you can contact our external dispute resolution scheme, who provides a free and independent dispute resolution service.
The contact details for our external dispute resolution service provider are:
Dispute resolution (if you are a Pacific Policy Holder)
If we are unable to resolve your complaint within thirty working days to your satisfaction, you may contact Financial Services Complaints Limited.
This is a free independent dispute resolution service, who may help investigate or resolve your complaint.
Financial Services Complaints Limited http://www.fscl.org.nz
PO Box 5967 Lambton Quay
Wellington 6145
0800 347257
