Your Risk, Our Responsibility

Complaints Process

Introducing our Complaints Process

At Omni, we are committed to ensuring that your needs are at the forefront of what we do and that we perform our services with reasonable care, skill and integrity. We always treat clients fairly, however, we recognize that things can go wrong and when they do we must identify and correct any mistakes as quickly and efficiently as possible.

‘Omni’ means Omni Insurance Brokers Limited and its affiliates or subsidiaries, including CJA Limited, MJT Limited and OPF Limited.

If you have any complaint in respect to the products or services provided by our Financial Advisers, we want to hear about it so that we can investigate your concerns quickly and fairly.

If you have a complaint or query relating to the terms of your insurance coverage or claims under your policy, you may be referred to your insurer and their complaints process.

This guide describes our process for dealing with any service issues or complaints.

What to do if things go wrong

In the first instance you should contact the person you have been dealing with to advise them of your complaint. They will endeavor to resolve your complaint as quickly as possible. Nearly all service issues and complaints are resolved in this way

Alternatively, you can contact Omni’s Complaints Manager directly on 09 578 2222 or you can email details of your complaint to us in writing at info@omniinsurance.co.nz. Please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

When your complaint is referred to Omni’s Complaints Manager, it will be independently reviewed in accordance with our internal complaint and dispute resolution procedures, as follows:

  1. The Complaints Manager will acknowledge receipt of your complaint within 5 working days.
  2. Your complaint will be thoroughly investigated. We take all complaints very seriously and will ensure that all issues are considered carefully.
  3. The Complaints Manager will identify actions to remedy the complaint, where possible, and endeavour to respond and resolve your complaint within 20 working days of the date of notification of your complaint.
  4. If your complaint is complex and may take longer to resolve, we will advise you of the expected time frame required to resolve your complaint and will keep you informed of progress

.

What to do if you are not satisfied after making a complaint

We recognise that sometimes it is not possible to resolve a complaint by agreement. If you are not satisfied with our suggested resolution, then you may refer the matter to Financial Services Complaints Limited(FSCL), our independent dispute resolution scheme. There is no cost to you to use FSCL’s services.

You can contact FSCL at:

Postal Address: P O Box 5967, Wellington 6145
Email: info@fscl.org.nz
Telephone: 0800 347 257
Website: http://www.fscl.org.nz/

How to make a complaint with FSCL http://www.fscl.org.nz/complaints/how-make-complaint

Please note that before FSCL can investigate your complaint, they do require you to have first provided us with the opportunity to address your complaint.