Get in touch
At FMG, we’re committed to providing fair and affordable insurance to rural and provincial New Zealand. We take complaints seriously and will always aim to find the best outcome for our clients and members.
We’re always looking to improve our products and services, and value feedback that helps us to do so. If you are unhappy with our products, services, or employees we want to hear from you. It’s important you get in touch with us as soon as possible so we can begin the complaints process.
To make a complaint you can:
- Call us on 0800 366 466 and select 'Option 5'
- Fill in our Contact us form and select 'A complaint' as the reason you're contacting FMG
- Login to FMG Connect and select 'let's chat'
- Write to us at PO Box 1943, Palmerston North Central, Palmerston North 4440.
Our complaints process
We have a formal process for complaints to make sure they are resolved efficiently and fairly.
|Within 2 working days||We will contact you to acknowledge your complaint and ask for any further information we need to investigate. We will also give you the contact details of the person handling the complaint.|
|Within 10 working days||We will contact you to provide either an update, or an outcome on your complaint.|
|Within 20 working days||If the complaint is not resolved, we will check in with you every 20 working days, or as otherwise agreed, with an update on your complaint's progress.|
|Unresolved complaints||If we are unable to resolve your complaint, we will issue you a deadlock letter saying we were unable to reach a resolution. You can then raise the complaint through other channels.|
Insurance & Financial Services Ombudsman Scheme (IFSO)
If for some reason we can’t resolve your complaint, or you are unhappy with the outcome, you can refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO).
IFSO provides a free, independent dispute resolution service, and that service may help investigate or resolve your complaint.
You can refer your complaint to the IFSO if either
- you have a deadlock letter
- more than two months have passed since you first made your complaint, and you no longer wish to keep working with us.
Once we have issued a deadlock letter, you’ll have 3 months to refer your complaint to IFSO. We’ll follow any decision made by IFSO. If you choose to pursue a complaints resolution another way, you can still contact IFSO for help or advice.
To understand more about FMG’s policies relating to ethics and employee standards, head to our Governance and Compliance page.