Complaints

Complaints Process

Last reviewed: 27 May 2026. We take complaints seriously and aim to resolve them promptly. If we can't, an independent dispute-resolution scheme is available at no cost to you.

1. Making a complaint to us

If you are unhappy with any part of our service, please contact us directly first. We treat every complaint as an opportunity to put things right and to improve. There is no cost to you to make a complaint, and doing so does not affect your existing cover or claim.

You can reach us by any of the following methods:

2. What we'll do

  • Within 2 business days — we acknowledge your complaint in writing and confirm who at Exclusive Insurance is handling it.
  • Within 10 business days — we investigate the concern, review the file, speak with any adviser or insurer involved, and provide our initial response or an update on progress.
  • Within 40 business days — we aim to have your complaint fully resolved, or provide a written explanation of why more time is needed.

At every stage we'll keep you informed in writing and confirm what we're doing about your concern.

3. If your complaint is not resolved

If we have not resolved your complaint to your satisfaction within 2 months of you first raising it, or if you're unhappy with our final response, you can refer the matter to our external, independent dispute-resolution scheme at no cost to you.

Exclusive Insurance Services Limited is a member of the Insurance & Financial Services Ombudsman Scheme (IFSO), an independent scheme approved by the Ministry of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

The IFSO can consider complaints up to the scheme's monetary limit and its decision is binding on us if you accept it.

4. Our regulator

Exclusive Insurance Services Limited is a licensed Financial Advice Provider (FSP 70801), regulated by the Financial Markets Authority (FMA). Where a complaint concerns conduct or compliance under the Financial Markets Conduct Act 2013, you may also raise it directly with the FMA at www.fma.govt.nz.

5. Complaints about insurers

If your complaint relates to an insurer's decision on a claim or the terms of a policy, we will help you notify that insurer under its own complaints process. Most NZ insurers are members of IFSO or the Financial Services Complaints Ltd (FSCL) scheme, and you retain your right to escalate through those schemes independently.