Make a complaint
Stage 1 | Internal dispute resolution upcover
If you have a complaint, the first thing to do is raise any issues that you may have with the member of staff with whom you have been dealing and attempt to resolve any issues with them directly. The members of our team are trained to handle complaints efficiently and fairly.
If you are unable to resolve your complaint with your contact person, you may escalate your complaint. This can be done verbally or in writing via email at complaints@upcover.com.
If you prefer to make a verbal complaint, you may do so by telephone on +64 800 555 231 or by speaking with the team member with whom you were dealing. To assist us in dealing with your complaint, please provide as much information as possible about the reasons for your complaint, including your claim or policy number (if applicable). Once you have made a complaint, we will escalate your complaint to our Internal Dispute Resolution Committee who will provide you with a written response to your complaint.
Internal Complaints Process: Complaints will be acknowledged within 1 business day. We aim to resolve complaints within 10 business days or notify you if additional time is required.
Stage 2 | Seek an external review
External Dispute Resolution Scheme:
If we cannot resolve your complaint to your satisfaction, you have access to a free and independent dispute resolution service through the: Insurance and Financial Services Ombudsman Scheme (IFSO)
Contact Details:
Website: https://www.ifso.nz/
Phone: 0800 888 202
Email: info@ifso.nz
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