Make A Complaint

We want to put things right

At Greenstone Insurance, our goal is for you to receive quality advice and to experience excellent client service. However, if you have a complaint or concern, we would like to hear from you.

Our philosophy and process

Greenstone Insurance is committed to treating complaints seriously and resolving them as quickly and fairly as possible.

We have an internal complaints process to ensure that all complaints are handled appropriately.

Click here to see our 3 step complaints process

When a concern or complaint is raised, Greenstone Insurance recognises the need for:

Acknowledgement of your grievance and assurance that your complaint will be investigated
An explanation of what happened and why
A resolution that is fair to everyone
Where appropriate, an assurance that changes will be made to avoid a recurrence

Your first point of contact

Most problems can be resolved by speaking with your Greenstone Insurance adviser. However, should you be unable to resolve your query with your adviser or would prefer to contact someone in the Greenstone Insurance office, please refer to the details below.

Email Us:
Write Us: Greenstone Insurance, PO Box 199, Taihape 4742
Phone Us: 06 388 1113

The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme)

Greenstone Insurance is a Participant of the Insurance & Financial Services Ombudsman Scheme (the IFSO Scheme).

If we are not able to resolve your complaint in our internal complaints process, you can refer your complaint to the IFSO Scheme.

The IFSO Scheme provides a free, independent dispute resolution service to consumers. Please note that complaints to the IFSO need to meet certain criteria. For information on the service offered by the IFSO and the types of complaints they can consider, please click here to visit the IFSO website (

We would like the opportunity to resolve your complaint. Please complete the form below to contact us to help us understand what the problem is and how you would like to resolve it.

When did it occur?*
Please state what happened? (Please provide us with any additional information or copies of documents you think are relevant)*
How would you like the matter to be resolved?*
What is the best way to contact you?*
When is the best time(s) to contact you?*