IF YOU HAVE ANY CONCERNS REGARDING GO INSURANCE:

There are established procedures for dealing with complaints and disputes regarding your policy or claim. All policyholders can take advantage of the complaints service.

 

Step 1

Any enquiry or complaint relating to a Go Insurance policy or claim should be addressed to us in the first instance.  In most cases this will resolve your concerns.

This can be done by writing to us at:

Go Insurance
PO Box 5964
Brendale QLD 4500

or by emailing:  customerrelationsnz@goinsurance.co.nz

or by calling:     +64 9 886 8484

We will acknowledge your complaint with five business days.

We will respond to your complaint within 10 business days provided we have all necessary information and have completed any investigation required.

Where further information, assessment or investigation is required, we will agree to reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.

Step 2

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:

Lloyd’s New Zealand
PO Box 5639
Wellington 6145

Telephone: +64 4 472 7582
Email:          idrnewzealand@lloyds.com

Following receipt of your dispute, you will be advised whether your dispute will be handled by the Complaints team at Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you.

How long will the Step 2 process take?

Your dispute will be acknowledged in writing within five business days of receipt and you will be kept informed of the progress of the dispute at least every 10 business days.

A final decision will be provided to you within two months of the date you first made the complaint unless certain exceptions apply.

Step 3

If your dispute is not resolved in a manner satisfactory to you or we do not resolve your complaint within two months of originally receiving it, you may refer the matter to the Insurance and Financial Services Ombudsman (IFSO).

IFSO can be contacted by:

Post:      PO Box 10-845 Wellington New Zealand

Phone:  0800 888 202 or +64 4 499 7612

Email:    info@ifso.nz or via their website www.ifso.nz

ISFO is an independent body that serves to review and adjudicate on insurance disputes between you and your insurer. Your dispute must be referred to the IFSO within 3 months from of the date of our final decision unless IFSO considers special circumstances apply.  If your complaint is not eligible for consideration by IFSO, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice.  You can also access any other external dispute resolution or other options that may be available to you.

 

Our Approach to Training and Complaint Management

At Go Insurance, great complaints handling starts with great training. Every team member responsible for resolving complaints completes the Lloyd’s Coverholder eLearning module as a foundation. We also offer additional training when needed, making sure our people are well-equipped and empowered to deliver fair outcomes.

But it’s not just about fixing individual issues, we’re committed to learning from them.

We log and review all complaints, looking for patterns or underlying issues in our product design, claims handling, underwriting, or service. Every six months, we review complaint data and conduct root cause analysis to guide improvements in our operations and customer experience.

 

Our complaints process includes:

Identifying Issues
We analyse complaint trends by category, root cause, and product. We also gather feedback from employees, brokers, and distributors.

Conducting Analysis
We review the relevant processes, documents, and communications involved, with input from the right stakeholders.

Review Frequency
We hold formal reviews twice a year and immediately when serious or systemic issues are identified.

Taking Action
We implement corrective actions, from updated training to process improvements and update internal controls and risk assessments. We share what we’ve learned with our claims, underwriting, and compliance teams, and report as required to Lloyd’s.

Need extra support? If you’re in a vulnerable situation or need additional help, please visit our Support for Vulnerable Customers page.