Complaint Process

AA Life are committed to treating any complaint seriously and making things right as fairly and quickly as possible. We have a formal complaints resolution process which ensures that a manager is made aware of all complaints under investigation and oversees the handling and resolution of all complaints.

Complaints about AA Life

If for any reason you are unhappy with our service or sales process, you can contact us by:

call us icon Phone us

0800 874 444

email us icon Email us

[email protected]

mail us icon Mail us

AA Life Contact Centre Sales Manager, PO Box 894, Wellington 6140

We will acknowledge your complaint within 24 hours of receiving it. If it cannot be resolved straight away, our process will be to provide a response or progress report within five working days.

Who is the External Dispute Resolution Provider for AA Life and Asteron Life?

Both AA Life and Asteron Life are participants of the Insurance & Financial Services Ombudsman Scheme (the Ombudsman). For more information on the Ombudsman's service, please contact them at:

call us icon  Phone

0800 888 202 

 email us icon Email

 [email protected] 

mail us icon Mail

The Insurance & Financial Services Ombudsman Scheme, PO Box 10-845, Wellington 6143

 external link icon Website

www.ifso.nz

Complaints relating to Claims decisions 

Complaints relating to claims will be reviewed by the Asteron Life Claims Review Committee (the Committee). If the Committee is unable to resolve your complaint, or if you disagree with their decision, and it is within the jurisdiction of the Insurance & Financial Services Ombudsman, then Asteron Life will issue a Letter of Deadlock, so that you can refer your complaint to the Insurance & Financial Services Ombudsman. 

Please note that the Insurance & Financial Services Ombudsman will not consider a complaint until a Letter of Deadlock has been issued and does operate within certain jurisdictional limits. Please refer to the Insurance & Financial Services Ombudsman website for full details of this service and how to make a complaint: www.ifso.nz

Our insurance partner

AA Life is a partnership between The New Zealand Automobile Association Incorporated (AA) and Suncorp Group New Zealand Limited. Asteron Life Limited is Suncorp New Zealand's specialist life insurer and underwrites AA Life's products.

Financial strength rating

Asteron Life Limited has been given an A+ financial strength rating by Standard & Poor’s.

Financial advice

Our website provides general information about our products and services to help you make choices when it comes to protecting the things in life that really matter. The information doesn’t take into account your personal circumstances, needs or goals and is not intended to be financial advice.

If you'd like to receive financial advice, you can get professional advice from an adviser who’s registered under the Financial Advisers Act 2008.