A guide to our procedures
This guide is also available to download in a print friendly 2-page PDF version.
ACE Insurance Limited (ACE) is an insurer and is a member of the ACE Group of Companies®, a global leader in insurance and reinsurance.
The Fair Insurance Code
ACE is a member of the Insurance Council of New Zealand (ICNZ) and complies with the Fair Insurance Code (the Code). The Code sets out minimum standards that ACE will uphold in respect of the products and services it provides. Further information about the Code is available on the ICNZ’s website www.icnz.org.nz and on request.
Compliments
We welcome compliments and feedback from our customers. If you would like to provide us with positive feedback on our products or services please email us at: Compliments.NZ@acegroup.com
Complaints and Dispute Resolution
We take the concerns of our customers very seriously and have detailed complaint handling and dispute resolution procedures that you may access, at no cost to you, as follows:
Stage 1 - Complaint Handling Procedure
If you are dissatisfied with any of our products or services and you wish to lodge a complaint, please contact us at: Complaints.NZ@acegroup.com
The Complaints Officer
ACE Insurance Limited
PO Box 734
Shortland Street
Auckland 1140
Tel: 0800 422 346
The members of our complaint handling team have been carefully selected and trained to handle complaints fairly and efficiently.
Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint.
We will investigate your complaint and keep you informed of the progress of our investigation. We will respond to your complaint within 15 business days provided we have all necessary information and have completed any investigation required.
In cases where further information or investigation is required, we will work with you to agree reasonable alternative timeframe.
Stage 2 – Dispute Resolution Procedure
If you are dissatisfied with our response to your complaint, you may ask that your complaint be treated as a dispute and referred to our dispute resolution team.
Please be assured that the members of our dispute resolution team are independent from our complaint handling team and are committed to reviewing disputes objectively, fairly and efficiently.
You may contact our dispute resolution team by email or telephone or by sending details of your dispute by post at: DisputeResolution.NZ@acegroup.com
Internal Dispute Resolution Service
ACE Insurance Limited
PO Box 734
Shortland Street
Auckland 1140
Tel: (+64 9) 377 1459
Fax: (+64 9) 303 1909
Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your dispute.
We will review your dispute and respond with a written dispute determination within 15 business days provided we have all necessary information and have completed any investigation required.
In cases where further information or investigation is required, we will work with you to agree on reasonable alternative time frames.
Stage 3 - External Dispute Resolution
We are a member of an independent external dispute resolution scheme operated by the Financial Services Complaints Limited (FSCL) and approved by the Ministry of Consumer Affairs.
Where a dispute is covered by the FSCL’s Terms of Reference, FSCL offers a free and accessible dispute resolution service to consumers.
If you are dissatisfied with our dispute determination or we are unable to resolve your complaint or dispute to your satisfaction within 40 days, you may refer your complaint or dispute to the FSCL.
You may contact the FSCL at any time at:
Financial Services Complaints Limited
PO Box 5967
Lambton Quay
Wellington 6145
Tel: 0800 347257 (Call Free for consumers)
(+64 4) 472FSCL (472 3725)
Fax: (+64 4) 472 3728
E-mail: info@fscl.org.nz
Web: www.fscl.org.nz
If you would like to refer your dispute to the FSCL you must do so within 2 months of the date of our dispute determination.
Protecting Your Privacy
We collect, use and retain your personal information in accordance with the Privacy Act 1993.
Our detailed Privacy Policy is available on our website at www.aceinsurance.co.nz.
If you have a privacy related complaint or want more information about how ACE is managing your personal information, please contact: Privacy.NZ@acegroup.com
The Privacy Officer
ACE Insurance Limited
PO Box 734
Shortland Street
Auckland 1140
Tel: (+64 9) 377 1459
Fax: (+64 9) 303 1909
ACE Insurance Limited
Company No. 104656
FSP No. 35924
Head Office: CU1-3, Shed 24
Princes Wharf
Auckland 1010
Postal Address: PO Box 734
Shortland Street
Auckland 1140
Tel: +64 9 377 1459
Tel: 0800 422 346
Fax: +64 9 303 1909
Website: www.aceinsurance.co.nz