We aim to provide you with the highest quality service and support. But if you do have a complaint or encounter a problem, please let us know as soon as you can.
Bounce Insurance Limited (Bounce) is a coverholder with the Lloyd’s of London. Lloyd’s is a member of the Insurance Council of NZ and its New Zealand coverholders adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers. You can get a copy of the Fair Insurance Code by clicking here.
Our complaints process outlined below aims to address your concerns:
Our aim is to get it right first time, every time. If you are unhappy about a policy, our service or a decision made we will try to resolve your issue immediately.
Any enquiry or complaint relating to our policy or claim should be addressed to either ourselves, as a Lloyd’s insurance intermediary (in this case Bounce as “the coverholder”) or by contacting the Lloyd’s General Representative in New Zealand directly.
Please address your complaint to the CEO by sending your complaint to email@example.com.
In most cases we will resolve your grievance on the spot, however if we are not able to do this then we commit to responding to your complaint within 15 business days provided we have all necessary information and have completed any investigation required.
We will do our best to resolve any problems within this period. Where further information, assessment or investigation is required, we will agree reasonable timeframes with you.
Bounce is the agent for certain underwriters at Lloyd's which is your insurer and has issued and underwritten your policy.
In the unlikely event that we are not able to resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact Scott Galloway, the Lloyd’s General Representative in New Zealand at:
Lloyd’s General Representative in New Zealand
C/o- Hazelton Law
PO Box 5639
Telephone: (04) 472 7582
When you lodge your complaint with us, we will usually require the following information:
Following receipt of your complaint, you will be advised whether your complaint will be handled by Lloyd's Australia or the Lloyd's Complaints team in the UK, or what other avenues are available to you.
If after 2 months, you are still unsatisfied, we or Lloyd’s will confirm to you that we have reached the end of our complaints process and you may refer your complaint to the Insurance & Financial Services Ombudsman (IFSO), which offers a free, independent complaint resolution service.
Telephone: 0800 888 202
Post: Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Level 8, Shamrock House
79-81 Molesworth Street
Fax: 04 499 7614
Customers not eligible for referral to IFSO, may be eligible for referral to the Financial Ombudsman Service (UK).
Lloyd's is a member of the Insurance Council of New Zealand and its New Zealand Coverholders adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers. You can get a copy of the Fair Insurance Code by clicking here.