Get in touch through .... with what's happened
and your policy number if you have one. We'll take it from there.
Contact channel not chosen The board leaves a literal .... where the
channel should be named. The three ways to reach us that are written on the board sit
further down this page.
Once you've told us what's happened, we'll acknowledge it in writing within 2 business days.
We'll look into it properly. Most complaints are resolved within 20 business days. More complex issues can take up to 40, we'll keep you updated if this is likely to be the case. If we need to wait for information from a third party that can also add time, but you will be kept informed throughout the process.
If we can't reach a resolution you're happy with, we'll explain why in writing and give you a deadlock notice, which you can use to take your complaint further if you want to.
IFSO is an independent, free service. You don't need to wait for our process to finish if you'd rather go straight to them. If we've issued a final response and you're still not happy, you have 3 months from that response to refer it to IFSO. If you miss the window you may lose your right to progress your complaint.
IFSO: 0800 888 202 - www.ifso.nz
0800 888 202 is IFSO's real public line as written on the board — it is not a placeholder.
Prefer to talk it through?
Put it in writing?
Old school?
PO BOX etc
Two placeholders in this band 09 123 4567 is the board's
stand-in number and PO BOX etc is where the postal address should go — neither is real.
The email address is written out in full on the board and has been wired up as a
mailto: link. General enquiries live on our
Contact Us page.
If something ever goes wrong, tell us. We'll acknowledge your complaint in writing within 2 business days, and aim to resolve straighforward issues within 20. More complex complaints may take up to 40, but you will be kept updated throughout the whole process.
Either if give us a call on XXXXXXXXX or send us an email at complaints@kurainsure.co.nz
If you're not happy with our handling of your issue, or we haven't resolved your complaint within 2 months, you can take it to the Insurance & Financial Services Ombudsman (IFSO). They are an independent, free service. You don't have to wait for the 2 months to be finished, you can go to IFSO any time.
Call IFSO on 0800 888 202, or visit them here.
Important: If you want to refer a complaint to IFSO after we have given you our final decision, it needs to be done within 3 months of our response. This is IFSO's own rule, and missing it can mean losing your right to use their services for that complaint.
Where the two versions disagree: the loose block gives IFSO escalation after
2 months without resolution, while the live section above does not name a
waiting period at all. Both say 2 business days to acknowledge, 20 to resolve, 40 for complex
cases, and 3 months to refer after a final decision. The typos straighforward and
Either if give us a call are the board's own and have been copied verbatim.