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.

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: contactus@ginsure.co.nz
Write Us: Greenstone Insurance, PO Box 199, Taihape 4742
Phone Us: 0800 388 111

The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme)

Greenstone Insurance is a member of an external dispute resolution scheme (IFSO Scheme).

Membership of the IFSO Scheme is voluntary and is independent, impartial and free to consumers.

This scheme may be able to assist you to resolve your complaint, but only after you have made use of Greenstone Insurance’s internal complaints process.

If you feel your complaint has not been resolved to your satisfaction by Greenstone Insurance, you may be able to refer your complaint to the IFSO. 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 (www.ifso.nz).

Get in contact to make a complaint