We take customer service seriously, and we'll do our best to resolve any issues
If you have a concern or complaint
Contact the person you have been dealing with. If you’d like to pursue the matter further please ask to speak to a Team Leader.
If you'd like to pursue the matter further
Please ask to speak to a team leader.
Not satisfied?
If you are not satisfied with the outcome from the step above, contact:
The Head of Lantern
Phone: 0800 800 800 or (09) 969 4852
Email: contactus@lanterninsurance.co.nz
Postal address: PO Box 33714, Takapuna, Auckland 0740
We will acknowledge your complaint within five working days and make sure it's fully investigated. We will write to you with the outcome within 10 working days - or, if no decision has been made, we'll give you an update on the progress we've made. If we are unable to to resolve your complaint within two months, we'll tell you.
If you have a dispute
In the event you have a dispute that cannot be resolved by direct communication with IAG, retail clients have free access to our licensed dispute resolution scheme, the Insurance & Financial Services Ombudsman of New Zealand (“IFSO”). You can contact the IFSO at:
Office of the IFSO
Phone: 0800 888 202 or (04) 499 7614
Email: info@ifso.nz
Postal address: PO Box 10845, Wellington 6143
Important: You need to refer the matter to the IFSO Scheme within three months after you receive the final response to your complaint under Lantern's internal complaint process. You will also need a letter from Lantern advising that your complaint is "deadlocked." We will provide you with this letter when we can no longer assist you with your complaint.