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