At Avon Insurance Brokers Limited, we aim to perform our services with reasonable care, skill and integrity based on the needs you have advised to us. We always treat clients fairly, however we recognise that occasionally things can go wrong. This guide describes our process for dealing with any service issues or complaints.
If you have any complaint in respect of the service Avon Insurance Brokers Limited has provided to you, we want to hear about it so that we can investigate your concerns. Similarly, if you have positive suggestions about how we can improve our service, please let us know.
If you have a complaint or query relating to the terms of your insurance coverage or claims under your policy, you may be referred to your insurer and their complaints process. Complaints are an important part of maintaining and improving our standards.
Complaint Process
Talk to us
You can let us know about your concern in any of the following ways. A quick chat, email or meeting with one of our staff is often all that’s needed to sort out your concern
Nearly all service issues and complaints are quickly resolved in this way. Please provide us with as much information as possible about the reason for your complaint and the resolution you would like to see.
Email: avon.insurance@xtra.co.nz
Phone: 03 365 7171
Come in and see us – Unit 1, 5 Seven Mile Drive, Belfast, Christchurch
If we are not able to resolve your complaint within 5 business days, it will be referred to the Director for an internal review.
You can directly contact Allan 03 371 0301, allan@avoninsurance.co.nz or Brendan 03 371 0304, brendan@avoninsurance.co.nz.
Again, please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.
The Director will acknowledge receipt of your complaint within 5 working days and will endeavour to provide you with a decision or proposal for resolution within 20 business days. (Please note that often this response is provided within 5 business days however, if your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of progress.)
In handling your complaint, there are a number of remedies available to us, including but not limited to;
- An apology or explanation;
- Liaison with insurers and/or premium funders to find a mutually agreeable outcome to your complaint;
- Claims advocacy including support to address your complaint via the Insurer internal dispute resolution process.
Refer to Financial Services Complaints Ltd (FSCL).
We’ll do everything we can to fix the matter but if we’ve been unable to resolve it after four weeks, you can refer your complaint to Financial Services Complaints Ltd (FSCL).
FSCL offers a free, independent and impartial dispute resolution service for our industry. The scheme investigates and resolves complaints between clients and its Brokers, including Avon Insurance.
You can contact FSCL by phone on 0800 347 257, email info@fscl.org.nz or write to PO Box 5967, Wellington 6140. There is no cost for you to use the services of FSCL.