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 Limited
PO Box 305228, Triton Plaza, Auckland 0757
📧 [email protected]
📞 0800 927 0100

 Our Complaints Process

• We will attempt to resolve any issue of dissatisfaction with you immediately.
• We will acknowledge receipt of your complaint within five working days. This acknowledgement will include the name of the person managing your complaint and an outline of our process.
• We will investigate and may request further information if needed.
• You will receive a written update within twenty working days of your complaint being received. If we are not yet in a position to provide a full response, we will explain why and advise when we will next contact you.
• Within thirty working days, we aim to provide a final resolution. If we need more time, we will explain the delay and provide a revised timeframe.
• If you remain dissatisfied at any stage, you may escalate your complaint to an independent dispute resolution service (outlined below).

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 cannot be resolved to your satisfaction, you may also contact:

Financial Services Complaints Limited (FSCL)
📍 PO Box 5967, Lambton Quay, Wellington 6145
📧 [email protected]
📞 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
📧 [email protected]
📞 +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)
📧 [email protected]
📞 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:

1. Any dispute under this policy is subject to New Zealand law and jurisdiction.
2. 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

[email protected]

All participating underwriters will abide by the final decision of a New Zealand court or appellate court.