Step 1: Contact us
Our aim is to get it right first time, every time. If you are unhappy about a policy, our service or a decision made we will try to resolve your issue immediately. If we are unable to do this you can make a complaint. Any complaint you make will be referred to our internal dispute resolution service.
Contact us by:
- Going to the Cove chatbot on your Facebook Messenger account; or
- Via firstname.lastname@example.org.
Should your complaint relate to the administration or sale of your policy, we will acknowledge your complaint within 5 working days and will let you know who is dealing with your complaint and their contact details. On receiving all relevant information, we will respond within 10 working days. We do our best to resolve any problems within this period. Where further information, assessment or investigation is required, we will agree reasonable time-frames with you.
Step 2: Lloyd’s
Cove is the agent for Lloyd’s Syndicate 2232 which is your insurer and has issued and underwritten your policy.
Should your complaint relate to policy coverage or a claims decision, we will acknowledge receipt while also providing Lloyd’s with full details of your complaint.
Lloyd’s will acknowledge your complaint within 5 working days and will let you know who is dealing with your complaint and their contact details. On receiving all relevant information, Lloyd’s will respond within 10 working days.
You may also complain to the Lloyd’s Underwriters’ General Representative in New Zealand or directly to Lloyd’s, at the addresses below.
Lloyd’s General Representative in New Zealand
C/o- Hazelton Law
PO Box 5639
Telephone: (04) 472 7582
Lloyd’s Market Services
One Lime Street
Telephone: +44 (0)20 7327 5693
Step 3: Contact the Insurance & Financial Services Ombudsman
If after 8 weeks, you are still unsatisfied, we or Lloyd’s will confirm to you that we have reached the end of our complaints process and you may refer your complaint to the Insurance & Financial Services Ombudsman (IFSO), which offers a free, independent complaint resolution service.
Telephone: 0800 888 202
Post: Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Level 8, Shamrock House
79-81 Molesworth Street
Fax: 04 499 7614