Service issues and complaints

Service issues and complaints

At Aon, we aim to perform our services with reasonable care, skill and integrity based on the needs you have advised to us. We always treat clients fairly however we recognise that occasionally things can go wrong. This guide describes our process for dealing with any service issues or complaints. 

If you have any complaint in respect of the service Aon has provided to you, we want to hear about it so that we can investigate your concerns. Similarly, if you have positive suggestions about how we can improve our service, please let us know.

If you have a complaint or query relating to the terms of your insurance coverage or claims under your policy, you may be referred to your insurer and their complaints process.

How to make a complaint

Stage One

Please contact your Aon Broker or Branch Manager at your local Aon office by telephone, email or in writing to explain your problem. They will endeavour to resolve your complaint immediately and reach a resolution together with you.

Nearly all service issues and complaints are quickly resolved in this way. 

You will find the address and phone number of your local office on your policy documentation or on our website at www.aon.co.nz. Please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

Stage Two

If we are not able to resolve your complaint locally within 5 business days, it will be referred to the Complaints Manager for an internal review.

Alternatively, you can contact the Complaints Manager directly on 09 362 9000 or you can email details of your complaint to nzfeedback@aon.com. Again, please try to provide as much information as possible about the reasons for your complaint and the resolution you are seeking.

The Complaints Manager will acknowledge receipt of your complaint (you may be asked to complete a Complaint Form) and will endeavour to provide you with a decision or proposal for resolution within 20 business days. (Please note that often this response is provided within 5 business days however, if your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of progress.)

Stage Three

Sometimes it is not possible to resolve a complaint by agreement. If you are not satisfied with our final response, then you may seek legal advice or refer the matter to Financial Services Complaints Limited (FSCL), to independently review your complaint (subject to their terms of reference). There is no cost for you to ask FSCL to independently investigate your complaint however you must contact FSCL within 2 months from the date of our final response otherwise they will be unable to assist. FSCL can be contacted by email info@fscl.org.nz or by calling 0800 347 257. Full details on the FSCL scheme can be obtained on their website www.fscl.org.nz. Please note before FSCL can investigate your complaint, they do require you to have first provided us with the opportunity to address your complaint.

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This website contains general information only and does not take into account your individual needs or financial situation. It is important to note that limits, excesses, terms and conditions and exclusions apply to the products and services outlined on this website. Please refer to the relevant policy documents for details of cover, the provision of which is subject to the insurer’s underwriting criteria that apply at the time. Please contact us if you have any questions.