How to get in touch with us

Tell our team: Please raise your concern by contacting one of the team at Accuro on either complaints@accuro.co.nz or by calling 0800 222 876.

Escalate to the manager: If your concern has not been resolved through the first step, then please put your concerns in writing to the Customer Manager care of complaints@accuro.co.nz or call us on 0800 222 876. The Customer Manager, or other appropriate Manager, will investigate your concern and endeavour to come back to you with a decision within 10 working days.

Seek complaints committee review: If your concern remains unresolved, then please write to our Complaints Review Committee at complaints@accuro.co.nz who will arrange a thorough review of your concern and provide you with a written decision. We will endeavour to provide a response within 10 working days.

Go to our Ombudsman: If your concern has not been resolved through the first 3 Steps, we will provide you with a deadlock letter, which you can use to take a complaint to the Insurance & Financial Services Ombudsmen (IFSO). To go to the IFSO, you must have worked through the first 3 Steps of the complaints process with us, and then you must contact the IFSO office within 2 months from the date of the deadlock letter we provide you or, if for some reason the deadlock letter has not been provided, within 3 months of your initial complaint to us.