Offshore Market Placements is committed to providing you with excellent customer service and claims handling.
Your insurer, Lloyd’s, is a member of the Insurance Council of New Zealand and adheres to the Fair Insurance Code. As an agent of Lloyd’s, Offshore Market Placements adhere to this Code, providing you with assurance of our high standards of service to customers.
If you do have a complaint please let us know.
Please contact the person you have been dealing with in the first instance to try and resolve the matter or address your complaint to:
We will acknowledge your complaint within three working days, provide you with the name and contact details of the person handling your complaint, have the matter fully investigated by a suitably experienced person not previously involved in your case, and inform you of the progress or outcome of the matter within 10 working days.
Where further information, assessment or investigation is required, we will agree reasonable timeframes with you for the completion of this. If we cannot agree on reasonable timeframes, you can contact an independent external dispute resolution scheme, that we or the insurer are registered with, about those timeframes.
We will update you at least once every 20 business days, or another interval we agree with you, until your complaint is resolved.
In the unlikely event we do not resolve the matter you should contact the Lloyd's general representative in New Zealand contact:
Following Lloyd’s consideration of your complaint, if the complaint is not resolved you may be entitled to refer the matter to the Insurance and Financial Services Ombudsman (IFSO) Scheme. This is an independent service, free to you. Phone 0800 888 202 or email firstname.lastname@example.org for information on the Scheme and when to make a complaint to it.
The IFSO will require a deadlock to be reached before considering a complaint. If your complaint is not resolved to your satisfaction within two months of notification to Offshore Market Placements you will be provided a deadlock letter explaining why the matter has not been resolved.
If you feel your human rights have been breached you can contact the Human Rights Commission on 0800 496 877 or at www.hrc.co.nz