Make A Complaint - Business Insurance

Complaints and Dispute Resolution

(Lloyd’s‑underwritten SME Policies)

Insurance Underwriters (NZ) Limited (“IUNZ”) is committed to providing a high‑quality service. We take complaints seriously and aim to ensure they are handled promptly and fairly.

This section applies to SME insurance policies underwritten by Certain Underwriters at Lloyd’s and administered by IUNZ.

Step 1 – Raise your complaint with IUNZ

If you have a question, concern, or complaint about your policy or the handling of a claim, please contact us in the first instance so we can record the complaint and assist you through the process.

Insurance Underwriters (NZ) Limited (IUNZ)
Level 17, Vero Centre
48 Shortland Street, Auckland 1010
PO Box 784, Shortland Street, Auckland CBD

Phone: 0800 505 885
Email: info@insuranceunderwriters.co.nz

Please note that IUNZ does not have authority to make final decisions on complaints for Lloyd’s‑underwritten policies. Complaints are administered on behalf of the insurer by their appointed complaints administrator.

Step 2 – Insurer complaints process (AXA XL / Lloyd’s)

If you wish to make a formal complaint, or if your complaint cannot be resolved at the initial stage, it may be referred to the insurer’s complaints administrator:

Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London EC3V 0BG
United Kingdom

Phone: +44 (0)20 7743 8487
Email: axaxlukcomplaints@axaxl.com

XL Catlin Services SE acts on behalf of the insurer in the administration of complaints. The complaint will be acknowledged within five (5) business days, and a response will be issued within ten (10) business days.

Step 3 – Lloyd’s escalation (New Zealand / Australia)

If the matter is not resolved to your satisfaction, you may escalate the complaint to Lloyd’s:

Lloyd’s General Representative in New Zealand
Mr Simon Wilson c/- Hazelton Law
Level 29, Plimmer Towers
2–6 Gilmer Terrace
PO Box 5639
Wellington 6145
New Zealand

Phone: +64 (04) 472 7670
Email: IDRNewZealand@lloyds.com

Alternatively, you may contact:

Lloyd’s c/o Lloyd’s Australia Limited
Phone: +61 (04) 8298 0783
Email: idrnz@lloyds.com

Lloyd’s will acknowledge the dispute within five (5) business days and issue a final response within ten (10) business days.

Step 4 – External dispute resolution (IFSO – New Zealand)

If you remain dissatisfied after Lloyd’s has considered your complaint, or if you have not received a final decision within two (2) months overall, you may refer the matter to:

Insurance & Financial Services Ombudsman Scheme (IFSO)
PO Box 10‑845
Wellington 6143
New Zealand

Phone: 0800 888 202 or +64 4 499 7612
Email: info@ifso.nz
Website: www.ifso.nz

IFSO is an independent dispute resolution service that operates nationally in New Zealand. Complaints must be referred to IFSO within three (3) months of the date of the insurer’s deadlock letter. Determinations made by IFSO are binding on the insurer.

Clients not eligible for IFSO

If you are not eligible to refer your complaint to IFSO, you may be able to refer the complaint to the Financial Ombudsman Service (UK). Any such referral must be made within six (6) months of the final decision issued by the Lloyd’s complaints team. Further details will be provided with the final decision.

Our underwriters are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code,
which provides you with assurance that we offer the highest standards of service to our customers.
Visit www.icnz.org.nz or more information on the Fair Insurance Code.