Complaints
If something hasn't gone right, we want to hear about it. Here's who to talk to, and the free, independent service you can go to if we can't sort it out between us.
Last updated August 2026
Talk to us first
If you are not fully satisfied with our services, please contact your broker first — they will try to resolve your complaint to your satisfaction. You can reach us by phone on 0800 582 662 or by email at info@shieldedinsurance.co.nz.
Our complaints process
As an Authorised Body of Community Broker Network NZ Limited (“CBN NZ”), we follow the CBN NZ complaints and disputes process. It explains what happens after you raise a complaint, the timeframes involved, and how to escalate a complaint to CBN NZ directly.
Read the full process: CBN NZ Complaints Process
Independent dispute resolution
If we can’t resolve your complaint to your satisfaction, you can take it to the Insurance & Financial Services Ombudsman (IFSO) Scheme — a free, independent dispute resolution service. Visit ifso.nz for more information.
Making a complaint costs you nothing, and using the process doesn’t take away any of your other legal rights.