How to get in touch with us

Please raise your concern with the person you have been dealing with at Accuro. If you prefer please call 0800 222 876 to speak with one of our Customer Team.

If your concern has not been resolved through the first step, then please put your concerns in writing to the Customer Team Lead at info@accuro.co.nz or by letter sent to our postal address. Alternatively, you call them at 0800 222 876. The Customer Team Lead will investigate your concern and endeavour to come back to you with a decision within 10 working days.

If your concern remains unresolved then please contact our Chief Executive who will arrange a thorough review of your concern and provide you with a written decision which we will endeavour to provide within 10 working days of your contact. Our Chief Executive can be contacted by email at ceo@accuro.co.nz or by writing to the Chief Executive at our postal address.

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 (the IFSO). To go to the IFSO you must have worked through the first 3 Steps of the complaints process and you must contact the IFSO office within 2 months from the date of the deadlock letter. If for some reason we have not provided the deadlock letter, then you must contact the IFSO office within 3 months of the date of your initial complaint.