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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 

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.

You can email us at 


Step 2: Talk to a Team Leader

If you are not satisfied with the response you receive, you can request to speak with a Team Leader. 

 Please let us know the people you spoke with, plus any other information you feel will help bring about resolution. Also clearly state the outcome you would like to see.

We will undertake a further review of your complaint and any policies involved, independent of the staff involved to this point. We will keep you informed of the progress of the complaint and strive to be prompt and fair in our assessment and in finding a resolution.


Step 3. Talk to the Customer Care Manager

In the unfortunate case the disagreement cannot be easily resolved, you'll have the option to make a formal complaint which will be handled by our Customer Care Manager.

To make sure the process is fair and open, our Customer Care Manager will personally and independently review your complaint with the Customer Complaints Committee.

We'll let you know we're looking into the issue within five working days of receiving your complaint and we'll keep you updated with progress reports. We aim to provide an answer in writing within ten working days.


Step 4: 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. 

A Letter of Deadlock is a letter from us confirming our final position with the situation. You need this letter if you wish to take up your issue with the Insurance & Financial Services Ombudsman.

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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