If you feel we've let you down, please tell us. We'll do our best to put things right or explain something we could've made clearer

What you can expect to happen

Step 1: Let us know what your concerns are:

  • Address to: Manager, Customer Resolutions, Lantern Insurance and
    Email us or
    Post to Private Bag 92130, Auckland, 1142

We’ll acknowledge your complaint within five business days.


Step 2: If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.


Step 3 If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.

Step 4 : If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
The IFSO is a independent authority that will carry out an impartial investigation.

The IFSO scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.

The IFSO can be contacted in the following ways:



Ready for a quote?

Call 0800 800 800


© IAG New Zealand Limited Privacy Policy Terms of Use

Lantern Insurance is a business division of IAG New Zealand Ltd

For a complete description of your cover, please refer to your policy wording, policy schedule and any other relevant policy documents.
This information is a general guide only and is not necessarily complete. We reserve the right to change, update or correct any information from time to time without notice.