Complaints

If you are unhappy with any part of our service please follow the following process.

Step 1:
Please put your complaint in writing to the person you have been dealing with.
 
Step 2:
If you’re still unhappy with the answer, contact us at complaints@cblinsurance.com, a copy of CBL Insurance’s internal complaints process will be sent to you.
 
We’ll acknowledge your complaint within 5 working days from when we receive it and make sure it’s fully investigated. You will be sent written advice of the outcome within 10 working days – or, if no decision has been made, we’ll give you an update on the progress of your case.
 
Step 3: (New Zealand policy holders only)
Finally, if we are unable to resolve your complaint through our internal complaints process please contact the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme), which considers complaints relating to insurance claims. This is an independent scheme that’s free of charge to you.
 
The IFSO Scheme has the authority to make binding decisions upon insurance companies for certain claims up to the value of $200,000 (excluding GST).

Should you wish to have your complaint considered by the IFSO Scheme, you have to complete Steps 1 – 2 above first.
 
You may contact the IFSO office by phoning 0800 888 202 or (04) 499 7612, by fax at (04) 499 7614 or by writing to PO Box 10-845, Wellington 6143.
 
You’ll find additional information and contact details at www.ifso.nz.