Complaints Procedure


At initio, we’re committed to providing you with excellent service and support.

If you have a complaint, we’ll do everything possible to resolve the matter and leave you satisfied.  The following procedure is designed to assist you if you have a complaint.

Steps to follow if you have a complaint:

1. Talk to us
If we’ve made a mistake, we want to fix it. Our contact details can be found here.  Please always feel free to contact us by phone, email or in person.

2. Talk to our General Manager
If you wish to take the matter further, please contact the general manager, who will personally investigate your complaint and return to you with their findings.  Please address any of your enquiries (either by phone, email, or in person) to ‘The Manager’.

3. Refer to the Complaints Resolution Officer
If you’re still unsatisfied, you can write to the Complaints Resolution Officer at NZI (the insurer of your policy), providing a full explanation and all correspondence. The Officer will review the situation in full and reply in writing within 10 working days.  The contact details are

The Complains Resolution Officer
NZI (a division of IAG New Zealand Ltd)
Private Bag 92130
Auckland 1142

or email to [email protected]

4. External Procedure: Contact Office of the Insurance & Financial Services Ombudsman Scheme Inc (IFSO)
If we cannot agree on how to fix the issue, or you decide not to use our internal complaints procedure you can contact the Insurance & Financial Services Ombudsman Scheme Inc (IFSO). This service will cost you nothing, and exist to resolve any disagreements.

Contact details for the IFSO are P O Box 10 845, Wellington, 6143 or telephone 0800 888 202 or website

Initio is regulated by the Financial Markets Authority, establish by the Government to regulate capital markets and financial services in New Zealand. Initio Limited is a Registered Financial Service Provider (FSP Number FSP523166).