Making a complaint
We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.
Stage 1: Let Us Know
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team using the form below.
Zoom Travel Insurance adheres to the Fair Insurance Code.
Stage 2: Contact Our Insurer
In the unlikely event that this does not resolve the matter, or you are not satisfied with the way your complaint has been dealt with, you should contact our Insurer:
For policies purchased on or before Wednesday 11th October 2023
Mr Scott Galloway, Lloyds Underwriters' General Representative in New Zealand
Email: [email protected]
Call: + 64 4 472 7582
Mail: c/o Hazelton Law, PO Box 5639, Wellington, New Zealand
Your complaint will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of Lloyds' review of your complaint at least every 10 business days.
If the matter cannot be resolved at stage two and/or it has been more than two months since the complaint was made, you will be advised of the reasons for this via a 'deadlock' letter and advised of your right to elevate the matter to IFSO.
For policies purchased on or after Thursday 12th October 2023
HDI Global Specialty SE - Australia
Email: [email protected]
Mail: HDI Global Specialty SE - Australia, Level 19, 20 Martin Place, Sydney NSW 2000
Stage 3: External Dispute Resolution
If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within two months of receiving it at Stage 1, you may refer the matter to the Insurance & Financial Services Ombudsman (IFSO) for external dispute resolution.
Online: www.ifso.nz
Phone: 0800 888 202
Mail: GPO BOX 10-845, Wellington, 6145
IFSO is an independent body that operates nationally in New Zealand and aims to resolve disputes between you and your insurer. Your dispute must be referred to IFSO within 3 months of the date of our deadlock letter. Determinations made by IFSO are binding upon us.
