Complaints Procedure


Initio is committed to providing you with excellent service and support.

If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.  The following procedure is designed to assist you if you have a complaint.

Steps to follow if you have a complaint:

1. Talk with us
If we have made a mistake, we will resolve the problem. If there is a misunderstanding, we will clarify the situation. Our contact details are here.  Please always feel free to contact us by phone, email or in person.

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

3. Refer to the Complaints Resolution Officer
If you remain 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 after 3. above we cannot agree on how to fix the issue, or you decide not to use the internal complaints procedure you can contact the Insurance & Financial Services Ombudsman Scheme Inc (IFSO). This service will cost you nothing, and will help 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).