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I'd like to make a complaint

Complaints & dispute resolution

We value feedback from our members. That’s why we often send surveys to make sure we’re providing the best possible service. Despite our best efforts, there may be times where we don’t get things quite right. If that’s the case, members can submit a complaint to our team. Using our complaints process, we'll make every possible effort to resolve your complaint to your satisfaction.

Step 1: Contact us

If you have a complaint about the service or advice you have received from nib, just complete our online form.

An nib staff member will try to resolve your complaint in the first instance. If we can’t do that, the complaint will be escalated to a team leader or manager.

Any complaints not resolved by the team leader or manager will be escalated to the nib complaints committee – a group of senior managers who meet to discuss complaints and look to provide appropriate resolution.

We will try to resolve your complaint within 14 days. If that is not possible, we will keep you updated with our progress and when we expect to be able to resolve your complaint.

Step 2: Get an external review of the decision

We'll make every possible effort to resolve your complaint to your satisfaction. If you are not satisfied with the outcome of your complaint, you have access to the Insurance & Financial Services Ombudsman (IFSO), a free, independent dispute resolution service.

The IFSO may help investigate or resolve a complaint if it is not resolved to the complainant’s satisfaction using nib’s internal complaints process.

To contact the IFSO please use their online complaint form or contact them:

Phone: 0800 888 202

Email: [email protected]

Post: IFSO Scheme PO Box 10-845 Wellington 6143 New Zealand