Combined Insurance is a division of Chubb Insurance New Zealand Limited. Chubb has complaint handling and dispute resolution procedures which also applies to Combined Insurance.

Complaints and Dispute Resolution

Chubb takes the concerns of its customers very seriously and has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To assist us with your enquiries, please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint or dispute.

Chubb’s complaints and dispute procedures are as follows:
 

Stage 1 – Complaint Handling Procedure

If you are dissatisfied with any of Chubb’s products or services and you wish to lodge a complaint, please contact us via:

Email: Complaints.NZ@chubb.com
Phone: COMBINED (266 246)
(call free within NZ)
+ 64 9 520 9000 (if calling from overseas)
Fax: +64 9 520 9009 
Post: The Complaints Officer
Combined Insurance
Private Bag COMBINED
Remuera Auckland 1541

Stage 2 –Dispute Resolution Procedure

If you are dissatisfied with Chubb’s response to your complaint, you can advise that you wish to take your complaint to Stage 2 and referred to our dispute resolution team. Our internal dispute resolution team can be contacted via:

Email: DisputeResolution.NZ@chubb.com
Phone: +64 9 377 1459
Fax +64 9 303 1909
Post: Internal Dispute Resolution Service
Chubb Insurance New Zealand Limited
PO Box 734
Shortland Street
Auckland 1140

Stage 3 – External Dispute Resolution

Chubb is a member of an independent external dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Commerce & Consumer Affairs. Subject to FSCL’s Terms of Reference, if you are dissatisfied with Chubb’s dispute determination or we are unable to resolve your complaint or dispute to your satisfaction within two months you may contact FSCL via:

Post: PO Box 5967, Lambton Quay, Wellington 6145
Phone: 0800 347 257 (call free for consumers) or +64 4 472 FSCL (472 3725)
Fax: +64 4 472 3728
Email: info@fscl.org.nz
Website: www.fscl.org.nz

Please note if you would like to refer your complaint or dispute to FSCL you must do so within 2 months of the date of Chubb’s dispute determination.

Further details regarding Chubb’s complaint handling and dispute resolution procedures are available from Chubb’s website and on request.

Combined Insurance is a division of Chubb Insurance New Zealand Limited. Chubb Insurance New Zealand Limited. Company No. 104656 | Financial Services Provider No. 35924.

www.chubb.com/nz