Client Complaint Process

We believe in providing quality services to keep our clients happy, if you are dissatisfied in any way with our Adviser/ our services, we want to know about it to make it right for you.

We have a formal internal complaint handling process, and will try to reach a satisfactory resolution with you as soon as possible.

If you are dissatisfied with any part of our services, please contact Pankaj Malik on info@smartlife.co.nz or ring him on 07 949 4116 or post your complaint to Smart Life Insurance, PO BOX 14124, Five Cross Raods, Hamilton. At this stage all complaints must be received in writing. All complaints received are recorded in our Complaints register and we continue to monitor your feedback to improve our products and services offered.

We will acknowledge your complaint within 2 days and try to resolve your complaint within 10 days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.

If we cannot agree on a resolution then you can contact our independent external dispute resolution scheme, Financial Dispute Resolution Service.

Financial Dispute Resolution Service is an external financial dispute resolution scheme approved by the Minister of Consumer Affairs under the Financial Service Provider (Registration and Dispute Resolution) Act 2008.

The Scheme can be contacted at www.fdrs.co.nz or 0508 337 337.

If you are calling from outside of New Zealand, call +64 4 910 99952.

Post

Free post 231075
PO Box 2272
Wellington 6140

They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Smart Life Insurance, but not on you unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.