Complaints Procedure

We’re committed to providing a quality service to our customers but we recognise that things can go wrong and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right quickly or explain something we could have made clearer.

What you can expect to happen:

Step 1.

Let us know what your concerns are. Choose one of the following:

  • Contact your insurance broker (if applicable)
  • Email
  • Write to Lumley, Private Bag 92130, Auckland,1142

Step 2.

If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days. .

Step 3.

If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review. 

Step 4.

If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is a independent authority that will carry out an impartial investigation. Find out more at