What if I’m unhappy and want to complain?

Answer:

We strive to provide a positive experience, but if we fall short of your expectations, we want to hear about it. We aim to address concerns promptly, but some complaints may take longer to resolve. Here’s the process:

1. Contact our Customer Care Team:

   Phone: 0800 108 108 (Mon to Fri, 9am - 5pm)
   Email: complaints@momentumlife.co.nz
   Mail: Customer Service, Momentum Life
   PO Box 90136
   Victoria St West, Auckland 1142

   We’ll acknowledge your complaint within 2 business days.

2. Customer Care Manager Review:

   If our Customer Care team can’t resolve it, a Complaints Manager will review your complaint and try to resolve it within 10 business days. If it takes longer than expected, we’ll keep you updated on progress.

3. Internal Dispute Resolutions (IDR) Team:

   If you’re still unsatisfied, we’ll escalate the complaint to our IDR team, aiming for a resolution within two months from when you raised the issue. This will allow the team to independently investigate your concern and send you a response, typically, in writing. They will keep you informed of their progress in this time.

4. Letter of Deadlock:

   If we can’t resolve the complaint to your satisfaction, our IDR team will issue a letter of deadlock. Within three months, you can take this to the Insurance & Financial Services Ombudsman Scheme(IFSO Scheme).

IFSO Scheme:

We are a member of the IFSO Scheme, a free and independent service that settles insurance and financial services disputes. Visit their website for more details.

• www.ifso.nz
• Phone: 0800 888 202 (freephone)
• Email: info@ifso.nz
• Mail: PO Box 10-845, Wellington 6143

How do I notify Momentum Life of a change of contact details? 

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