If your feedback relates to an existing insurance policy you have with us, we'll need to know your policy number, the background to your concern or feedback, including any supporting documentation.
We'll do everything we can to resolve your issue there and then.
For more information about the complaints scheme run by the Banking Ombudsman, please visit www.bankomb.org.nz or call 0800 805 950.
If you have called Southsure to raise a complaint, where possible, your complaint will be resolved there and then. If further investigation is required we will advise you of an expected resolution time. We will also give you sufficient information to ensure you can enquire about the progress of your complaint.
If you raise a complaint by email or letter, it will be acknowledged within three working days from when we receive it. We may need to contact you to further understand your complaint or obtain additional details. Southsure will keep you informed of progress and the expected resolution timeframe, or if the problem is of a very complex nature and will exceed the initial resolution timeframe.