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Complaint resolution process

At Trade Me Insurance, we want to make sure we are providing you with the best customer service we possibly can - including sorting out any complaints you have with us, quickly and fairly.

There are a number of steps towards resolving your complaint: 

Step 1. Talk to us

Often issues can be cleared up right away. Talk to the team member who has been handling your enquiry or claim - maybe there is something we aren't aware of, or some further information that could help the situation.

They’ll do their best to fix the problem on the spot or put you in touch with someone who can. If you’re not satisfied with the outcome, you’re welcome to ask to talk to a senior staff member.


You can email us at 

Step 2. Request a review by the Customer Care Manager

Every now and then, there’ll be a disagreement that can’t be easily resolved. When this happens, you can ask for your complaint to be escalated to the Customer Care Manager who will arrange to have your complaint reviewed impartially. This will ensure the process is fair and open.  


You’ll hear back from us within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll keep you updated with progress.

Once we have all the information we need, we’ll aim to give you an answer within ten working days.

If it is a complicated investigation that needs more time, we’ll keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.


Step 3. Talk to the Ombudsman

If, despite all our combined efforts, we cannot resolve your complaint, we will issue a Letter of Deadlock. This gives you the option of taking your complaint to the Insurance & Financial Services Ombudsman (IFSO). They are a completely independent authority and their service is free. 


You can find out more about the ombudsman at


Still unsure? Fire up a live chat or contact us, we are here to help.


Related articles:

About the Insurance & Financial Services Ombudsman.


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