If you have a complaint:

Working towards a resolution

At Janssen Insurance, we are committed to providing you with a great customer experience. If you feel that we have let you down or if you are unhappy with any of our policies, service for decision on your claim please let us know.

Step 1
Should you have any concerns that you wish to raise, please discuss these with our team in the first instance by calling 0800 526 7736 or email: Complaints@janssens.co.nz

Where reasonably possible, we will seek to resolve your concerns to your satisfaction straight away.

Step 2
In the unfortunate event, we still are not able to resolve your complaint to your satisfaction, we will escalate to our Complaints Resolution Panel.

The Complaints Resolution Panel will acknowledge your complaint within 5 working days.

We will investigate and respond to your complaint in a fair, transparent and timely manner, provided all relevant information is available.

Step 3
If you believe your complaint has not been resolved to your satisfaction after a letter of deadlock has been issued by us, you may want to refer the matter to our dispute resolution scheme, the Insurance & Financial Services Ombudsman (IFSO).

The scheme will provide an independent, fair, efficient, and effective service towards resolving complaints which is a free service to all our customers.

Phone: 0800 888 202
E-mail: info@ifso.nz
Website: www.ifso.nz