Complaints Procedure

We are committed to providing you with excellent products and customer service.

If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.

Steps to follow if you have a complaint:

1. Talk to the person you have been dealing with from Lumley

If we have made a mistake, they will resolve the problem. If there is a misunderstanding, they will clarify the situation.

2. Talk to the manager/supervisor of the department you are dealing with

If you wish to take the matter further, please contact the manager of the department who will personally investigate your complaint and return to you with their findings.

3. Refer to our Chief Executive Officer (CEO)

If you remain unsatisfied, you can write to our CEO, providing a full explanation and all correspondence. The CEO will review the situation in full and reply in writing within 10 working days.

Chief Executive Officer
Lumley General Insurance (N.Z.) Limited
88 Shortland Street
PO Box 2426
Auckland

Note: In the unlikely event that you are not satisfied with our responses, you may contact the Office of the Insurance and Savings Ombudsman. Please click here for a link to this service.

As a member of the Insurance Council of New Zealand, Lumley complies with the Fair Insurance Code and aims to settle all valid claims fairly and promptly. Click here to view.