Complaints Policy and Conflict Resolution
If you have a problem, concern, or complaint about any part of my service, please tell me so that I can try to fix the problem. It is our intention to offer you the very best service we are able and will do our best to try to resolve any complaints received as quickly as possible.
Should you be dissatisfied with our financial advice services and wish to make a complaint, please contact us on 0800 122 822, email us at firstname.lastname@example.org, or in writing addressed to ‘The Manager’, P.O. Box 8012, Invercargill 9845 as soon as practicably possible. We will acknowledge your complaint in writing and advise you on the steps being taken to resolve the issue. We will try to resolve your complaint quickly and fairly, however, should we be unable to attend to your complaint in 2 working days we will advise you of this and endeavour to resolve the matter within 10 working days of receipt.
If you remain dissatisfied, you have the right to refer your complaint to Financial Services Complaints Limited (FSCL) for further consideration and/or adjudication. My FSCL membership number is 2180.
They can be contacted at:
Financial Services Complaints Limited (FSCL)
Phone: Free Phone within NZ 0800 347 257
From overseas +64 4 472 3725
Your Obligations and Duty of Disclosure
Any advice or service provided can only be as good as the information received from you, so I ask that you provide me with the information that I request. Without relevant and correct information about your risk, personal and financial situation, I run the risk of giving advice that is not appropriate to your needs. If you are unsure as to why I need certain information, please ask so that I can explain – we require detailed information regarding the items and risks you are insuring, we understand that sometimes your circumstances change which can mean that the information around these risks also changes. It is important that you notify us as soon as possible if there is a change in your risk/disclosed information.
It is important that you provide us with full correct information.
- If the wrong information is provided or if key information is not provided onto an insurer concerned, this can affect the possible outcome of a claim.
If you are going to alter or otherwise modify your property (including vehicles) that you insure through us:
- It is important to provide us with the details of the alteration or modification as we will need to update the insurer with this information.
In regards to your insured property and vehicles:
- It is important to keep your property in tidy and well-maintained condition, as if it is not, this could the possible outcome of your claim.
If any information is missed on your proposal for insurance, please let us know straight away as it is important to ensure all information is true, correct and disclosed.
For vehicle insurance, if since taking out the policy, your driving history changes, (i.e. speeding tickets, any demerit points or loss of licenses, etc.), please let us know as soon as possible as this needs to be updated with the insurer.
What you need to update us on – Domestic
Please tell us as soon as possible if there are any important changes, such as refinancing your home purchasing additional contents, jewellery, personal items or your children will be driving your vehicles. You have an obligation to keep your insurer advised of any changes, please tell us immediately so that we may consider whether your insurance programme needs to be reviewed. If you do not inform us, you may not be insured for these changes or it may affect the current covers you have.
We encourage you to obtain, and regularly update, valuations for the replacement cost of your assets (Home, contents etc) so that you are not underinsured.
Some of the things you must tell us about are below.
|House||Making extensions or alterations House is refinanced. Unoccupied periods (for more than 30 days) Change in use (tenants, rented, borders, Airbnb etc)|
|Contents||Large purchases Unoccupied periods (for more than 30 days) Change in use (tenants, rental, borders, Airbnb, extended holidays etc) Change of address|
|Personal or portable items||If you intend to take expensive personal items overseas Purchases or gifts of Jewellery, Art work, Bikes, Watercraft (e.g. windsurfers) Depending on value these may need to be listed separately on the policy.|
|Car||Change of car or additional car New drivers (children or young persons) Speeding fines or convictions (e.g. drink driving) Accidents including when driving other vehicles Modifications made to vehicle Change in garaging of vehicle Change in use – for business purposes or as part of your job Change of address|
|Boats/Trailers||Boat or trailer purchases Boating related speeding fines or convictions Accidents (boating) Modifications Change of address|
|Travel||When you intend to travel overseas|
This list is not exhaustive and relates only to significant changes. If anything changes while you are insured be sure to let us know. If in doubt tell us.
What you need to update us on – Commerical
Please tell us as soon as possible if there are any important changes to your business, you have an obligation to keep your insurer advised of any changes. We will advise you if you need to seek additional or alternative cover. If you do not inform us, you may not be insured for these changes, or it may affect the current covers you have.
We encourage you to obtain, and regularly update, valuations for the replacement cost of your assets including buildings, plant, and equipment so that you are not underinsured.
Some of the things you must tell us about are below.
|Agreements||Before entering into any agreements, it is important to understand the implication on your insurance arrangements. Please discuss existing or potential agreements with us, we may suggest that you seek legal advice|
|Business||Creation or acquisition of new companies / subsidiaries, mergers, joint venturesChanges in directors|
|Loans||Mortgages or other lending Advise us if a lender needs their insurable interest noted on the policy.|
|Premises||Purchase, construction, alteration, extension or change of occupation Increases in value of assetsAlteration, disconnection or malfunction of fire or burglary protection systemsIf it becomes unoccupied or there are new tenants|
|Products & Activities||New and significant changes to existing products, processes, or activities|
|Plant, Equipment and Stock||Acquisition or replacement Increases in value Hire, lease or borrowing equipment Installation or use of any key machinery or pressure vessels|
|Contractors||Use of contractors, sub-contractors, or agents|
|Contracts||Undertaking liability under contract (including providing indemnities or “hold harmless” agreements)|
|Employees||Significant changes in number of employeesEmployees travelling outside New Zealand on company business|
|Air and Watercraft||Supplying products and services to any aircraft, watercraft or working on airport grounds|
|Overseas Operations||Establishment of overseas entities Purchase of overseas companies or operationsExport of productsTendering for work or contracts outside New Zealand.|
|Criminal Convictions||Any criminal convictions for directors or staff|
This list is not exhaustive and relates only to business information. If anything changes while you are insured be sure to let us know. If in doubt tell us.
|Utmost good faith||Contracts of Insurance are based on good faith. This means that you must act towards your insurer with the utmost good faith and your insurer must treat you with good faith.|
|Duty of disclosure||Before you enter into or , renew, extend or vary an insurance contract you have a duty to disclose to the insurer every matter that you know, or could reasonably expect to know and is relevant to the insurer’s decision whether to accept the risk of the insurance and, if so, on what terms. You also have an obligation not to provide any incorrect information to your insurance company. This disclosure is required, not only about the insured named in the policy, but also about associated insurances.|
|Non-Disclosure||If you do not comply with your duty of disclosure, the insurer may be entitled to reduce its liability in respect of a claim or, may avoid (cancel) the contract of insurance from its inception, renewal or date of alteration.|
|Obligation to notify||Insurance contracts impose a continuing obligation to notify the insurer of material changes to the risk.|
|Policy Documents||It is important you read the policy documents for all terms, conditions, and exclusions of your insurance policy. You should also read your policy conditions so that you are aware of your obligations under the policy. If you don’t meet these obligations, it could result in a claim being denied.|