How to make a complaint

How to make a complaint

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:

Step 1: Contact us

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 support@bounceinsurance.co.nz.

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.

Step 2: Lloyd’s

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
WELLINGTON 6145
Telephone: (04) 472 7582
Email: scott.galloway@hazelton.co.nz

When you lodge your complaint with us, we will usually require the following information:

  • Name, address and telephone number of the policyholder;
  • Details of the policy concerned (policy and/or claim reference numbers, etc);
  • Details of the insurance intermediary through whom the policy was obtained;
  • Reasons why you are dissatisfied;
  • Copies of any supporting documentation you believe may assist us in addressing your complaint appropriately.

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.

  • Where your complaint is eligible for referral to the Insurance & Financial Services Ombudsman (IFSO), your complaint will generally be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with Your dispute.
  • Where Your complaint is not eligible for referral to the IFSO, Lloyd’s Australia will refer your complaint to the Lloyd’s Complaints team in the UK if it falls within the jurisdiction of the UK Financial Ombudsman Service, who will review your complaint and will liaise directly with you.
  • For all other matters you will be advised of what other avenues may be available to you

Step 3: Contact the Insurance and Financial Services Ombudsman

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
Internet: IFSO
Email: info@ifso.nz
Post: Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
NEW ZEALAND

Level 8, Shamrock House
79-81 Molesworth Street
Wellington
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.