Complaints


We aim to provide a great standard of service in everything we do.

If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right.

What should you do if you have a complaint?

You can raise your complaint with the Ando team member that you have been dealing with, who will aim to resolve things straight away. If you feel that your concerns have not been fully dealt with, please contact us:

We will acknowledge receipt of your complaint within 5 working days and let you know how long it will take to resolve things. We will write to you with an update within 10 days, if things are still being resolved.

What should you do if you’re still not happy?

In the unlikely event we can’t resolve your complaint within two months, or you’re not satisfied with the outcome, we will provide you with a ‘deadlock’ letter so you can take your complaint to our external dispute resolution scheme, at no charge. We are registered with the Insurance & Financial Services Ombudsman (IFSO) who are an independent dispute resolution body.

You can contact them at: https://www.ifso.nz/complaints/

Or write to:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
New Zealand

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.