Please take a few
moments to read
this important
information.
Licensing
and nature
and scope of
financial
advice
Lantern Insurance
is underwritten
by IAG New
Zealand Limited
(IAG/we). IAG
has been granted
a Financial
Advice Provider
(FAP) license by
the Financial
Markets
Authority to
provide
financial
advice. Advice
will only be
given about fire
and general
insurance
products
underwritten by
IAG
Duties
Information
IAG employes
Nominated
Representatives
who are
authorised to
provide
financial advice
on its behalf.
IAG and its
Nominated
Representatives
are bound by
duties under the
Financial
Markets Conduct
Act of 2013
relating to the
way financial
advice is given.
That means we are
required to
exercise
care, diligence
and skill and
give priority to
your interests
when providing
financial
advice. We also
need to meet
applicable
standards of
ethical
behaviour,
conduct, client
care,
competence,
knowledge and
skill under the
Code
of Professional
Conduct for
Financial Advice
Services (these
are designed to
make sure we
treat you as we
should, and give
you suitable
advice).
You can learn
more about the
code by going to
www.fma.govt.nz
and searching
for 'financial
advice'.
Fees,
commissions
and other
incentives
We do not pay any
commissions or
other sales
incentives to
our Nominated
Representatives.
If you receive
financial advice
from us you will
not pay any
additional fees,
expenses or
other amounts in
relation to the
receipt of that
financial
advice,
regardless of
whether you
proceed with
purchasing a
Lantern product
or not.
Internal
complaints
procedures
and external
dispute
resolution
We understand
that
things don’t
always go to
plan and there
may be times
when you feel
we’ve let
you down. If
this happens, we
want you to tell
us. We’ll do our
best to put
things right as
soon as possible
or explain
something we
could have made
clearer.
Step
1:
Let
us know what
your concerns
are:
Call 0800 800 800
Email
us
Write to PO Box
33714, Takapuna,
Auckland, 0740
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 an
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: