Make a complaint
If you have a complaint, let us know and we’ll work to resolve it as quickly as possible.
If you have a complaint, let us know and we’ll work to resolve it as quickly as possible.
We aim to always treat our customers fairly and avoid disputes. If things haven’t gone as you’d like in dealing with us, these are our steps for solving your issue as quickly as possible.
Call us on 0800 22 22 23 and talk to us. Our customer service team can resolve most issues straight away. If they can’t help you immediately, they’ll seek the advice of a manager and be able to get back to you within one working day.
If you’re unhappy with the outcome after talking to us, put your complaint in writing with as many facts as possible. You can either use the form below, email us at ask@pinnaclelife.co.nz or post your complaint (Pinnacle Life, PO Box 1471, Auckland 1140, New Zealand).
We’ll confirm that we’ve received your complaint within 1 working day of receipt. Be assured that we take all complaints seriously. We will investigate thoroughly and advise you of the outcome, if possible, within 5 working days.
If you’re still unhappy and we’re unable to agree on the outcome with you, we’ll provide you with a letter which will enable you to take up the matter with our external dispute resolution provider, IFSO (Insurance & Financial Services Ombudsman Scheme). The IFSO is a free service available to customers.
Please note you have 3 months to make a complaint to IFSO from the date of the issue.
To confirm how the IFSO can assist you, visit their website ›
