Get in touch 

Opening hours

Monday to Friday

09:00am - 4:00pm

(Closed on public holidays)

 

Phone

0800 ACCURO (0800 222 876)

+64 4 473 6185 (from overseas)

 

Fax

04 473 6187

 

Email

info@accuro.co.nz (general enquiries)

claims@accuro.co.nz (claims)

Location

 

Physical

Level 3

17 Whitmore Street

Wellington 6011

 

Postal

PO Box 10075

Wellington 6140

Feedback and enquiries

Please note that due to the cyber incident involving our third party IT provider, our member portal is currently unavailable and members should expect some delays as we manually process items.

To submit a claim, please send your Claim form and any supporting documents to claims@accuro.co.nz directly.

Use our feedback and enquiries form to get in touch.

Get in touch

How to make a complaint

We have a four step process to resolving any issues you have.

  1. 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.

  2. 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.

  3. 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.

  4. 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.