Complaints
What to do if you have a complaint?
We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them. We will try to resolve your complaint through the process outlined below and aim to work within the given timeframes to resolve the complaint. If your complaint is not resolved within 45 days, you may wish to access external review options such as the Australian Financial Complaints Authority (AFCA).
Please Contact Us
The first thing you should do is contact us about your concerns. Please provide us the best phone number or email address to reach you at. One of our Consultants will be touch to resolve the complaint for you. If not, they will refer you to, or you may request to speak to a Manager.
- Email contact@sharecover.com
- Website http://sharecover.com/contact/
The Consultant or Manager will attempt to respond to your complaint as soon as possible. If they require more information, they will aim to respond within 15 business days of receipt of your complaint.
Contact Customer Relations
If the Manager cannot resolve your complaint, you may request the matter be referred to our Customer Relations area.
Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter.
Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.
Seek An External Review
If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
The IFSO is a independent authority that will carry out an impartial investigation. Find out more at https://www.ifso.nz/complaints/.
ShareCover is issued by IAG New Zealand Limited, a wholly owned subsidiary of Insurance Australia Group, Australasia’s largest general insurer. When making decisions about a product, always read the Product Disclosure Statement (PDS). You should carefully read the Product Disclosure Statement (PDS) and all policy documentation for more details.
ShareCover Enterprises is owned by Insurance Australia Limited and is not related to either Airbnb, Bookabach, Booking.com, TripAdvisor, Spacer, and Uber. References to these platforms on this website do not constitute an endorsement by these platforms of ShareCover nor an endorsement of these platforms by ShareCover; nor IAG being partnered with these platforms.