Your browser version is no longer supported, so you may experience issues while using this site.
Please upgrade to a current browser to enjoy the best experience.

Complaints

If you’ve had a bad experience with Asteron Life, let us know what's gone wrong and we'll do everything in our power to make things right again.

Making a complaint

Customer Service is at the heart of our business. We are committed to treating any dissatisfaction seriously and to putting things right as fairly and as quickly as possible. You can be assured that you will be listened to and be treated with respect at all times. Your feedback challenges us to continually improve our service.

How long will it take?

We find most issues can be resolved immediately by Contact Centre staff or other members of our Customer Service Team. If not, you can expect acknowledgement within 24 hours to say who will be investigating the issue. Investigations generally would be completed within five working days. If the issues are complex and it takes longer to complete our review, you will receive regular progress updates.

Our Complaints Management Process

We are committed to treating any complaint seriously and to putting things right as fairly and quickly as possible. If you would like to make a complaint, please contact us by either:

Asteron Life has a formal complaints resolution process. You can expect the following steps to be taken:

Step 1

If you have a complaint, please contact our Customer Service Team. They are able to resolve most complaints on the spot. In all instances we will acknowledge your complaint by the end of the next business day.

Step 2

If our Customer Service Team are unable to resolve your complaint that same day we will let you know and you can expect a response or progress report within 5 working days.

Step 3

If you are not satisfied with the response, you can request that the case be escalated to the Customer Relationship Management Team for review.

Step 4

If the Customer Relationship Management Team are unable to resolve the matter and it is within the jurisdiction of the Insurance & Financial Services Ombudsman, then we will issue a Letter of Deadlock, so that you can refer your complaint to the Insurance & Financial Services Ombudsman.

Please note that the Insurance & Financial Services Ombudsman will not consider a complaint until a Letter of Deadlock has been issued and does operate within certain jurisdictional limits. Please refer to the Insurance & Financial Services Ombudsman Scheme website for full details of this service and how to make a complaint: www.ifso.nz

 

Management Involvement

Our internal process requires that a manager is aware of all complaints under investigation. You can therefore be assured that staff with the appropriate level of authority are involved in your case. However, if at any time you are not satisfied with the resolution process, you can request that your complaint be escalated.

Claims complaints

There is a slightly different process for complaints relating to claims decisions. You can expect the following steps to be taken:

Step 1

If you are unhappy with a claim payment decision the Claims Manager will review the claim and confirm the outcome to you.

Step 2

You will be invited, if you remain unhappy, to write with your reasons for disagreeing, to the Asteron Life Claims Review Committee.

Step 3

If you are not satisfied with the response, you can request that the case be escalated to the Customer Relationship Management Team for review.

Step 4

If the Asteron Life Claims Review Committee is unable to resolve your complaint, and it is within the jurisdiction of the Insurance & Financial Services Ombudsman, then we will issue a Letter of Deadlock, so that you can refer your complaint to the Insurance & Financial Services Ombudsman.

Please note that the Insurance & Financial Services Ombudsman will not consider a complaint until a Letter of Deadlock has been issued and does operate within certain jurisdictional limits. Please refer to the Insurance & Financial Services Ombudsman website for full details of this service and how to make a complaint: www.ifso.nz

 

Who is Asteron Life's External Dispute Resolution Provider?

Asteron Life has chosen the Insurance & Financial Services Ombudsman Scheme (IFSO) as our External Dispute Resolution Provider. They can be contacted at:

  • The Insurance & Financial Services Ombudsman Scheme, PO Box 10-845 Wellington 6143
  • Free phone: 0800 888 202
  • Email: info@ifso.nz