Whether you are providing feedback, paying a compliment or making a complaint, your input is the key to improving our products and services.
Paying a compliment
If you have received exceptional service from our staff we would like to hear from you. Our staff members appreciate receiving positive feedback from their customers.
Making a complaint
If you have encountered a problem with our service, or if you have any concerns about a procedure or compliance issue, we would like to hear from you. We will investigate the complaint, answer your questions and do everything we can to regain your confidence in us.
AXA has established an internal complaints handling process for dealing with customer complaints in accordance with our obligations under relevant legislation.
You can tell us about your concerns either by telephone, e-mail, fax or letter. If we cannot easily resolve your concerns we will ask that your complaint be made in writing, by either letter, facsimile or e-mail, as this helps to reduce the risk of misinterpretation or misunderstanding from our end.
To help us assist you with your concerns, we ask that you:
- gather all the supporting documents relevant to the complaint;
- think about the questions you would like us to answer; and
- tell us what you think would be a reasonable response to your complaint.
Once received, we will designate the relevant customer service staff member, Manager or Senior Manager, who will:
- gather information to investigate your complaint and identify the possible cause(s);
- consider the most effective course of resolution;
- communicate and discuss our findings and a proposed resolution with you; and
- if a resolution cannot be reached and after a subsequent internal review we may refer you to an External Dispute Resolution Scheme.
Dispute resolution
We expect that our front line customer service staff and managers will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an External Dispute Resolution Scheme. These schemes may be able to assist you to resolve your complaint, but only after you have made use of our internal complaints handling process.
AXA customers are able to refer their concerns to the following External Dispute Resolution Scheme covering insurance, investments and superannuation / KiwiSaver.
The Insurance and Savings Ombudsman Scheme
The ISO Scheme was set up in 1995 by the insurance industry to resolve disputes between consumers and insurance and savings companies. The ISO Scheme is independent, impartial and free to consumers. The contact details for the ISO are:
Office of the ISO
PO Box 10-845
Wellington 6143
New Zealand
Freephone: 0800 888 202
Telephone: +64 (04) 499 7612
Fax: +64 (04) 499 7614
Website: www.iombudsman.org.nz