We take customer service seriously, and we'll do our best to resolve any issues

phoneIf 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. 


phoneIf you'd like to pursue the matter further

Please ask to speak to a team leader.

phoneNot 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.

phoneIf 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.

Ready for a quote?

Call 0800 800 800


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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.