FAQ
How do I make a complaint?
We’re committed to providing a quality service to our customers but we recognise that things can go wrong and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right quickly or explain something we could have made clearer.
What you can expect to happen
- Step 1 Let us know what your concerns are:
Email us at contact@sharecover.com Write to: Manager - Customer Support ShareCover Private Bag 92130 Victoria Street West Auckland 1142 We'll acknowledge your complaint within five business days.
- Step 2 If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.
- Step 3 If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.
- Step 4 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.
Related Questions
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.
