Complaints

Customer Complaints Policy

What to do if you have a complaint
If you are dissatisfied with our products, services, staff, or any insurance-related decisions, please contact us and inform us of your complaint. To ensure your complaint is resolved efficiently and effectively, it is important to follow the complaint-handling process outlined below.

We aim to resolve your complaint within 1 to 5 working days. If we cannot do so within 14 working days, we will escalate the matter to our Internal Disputes Team. A response will be provided within a maximum of 30 days from the receipt of your initial complaint.

How we will deal with your complaint

Step 1: Contact Us
Please reach out to your direct contact at Pulse Insure. This Pulse Insure staff member will support you and help resolve any concerns you may have.

If you wish to make a complaint about an Pulse Insure staff member, please inform us via the phone number, email address, or postal address listed below. The staff member you contact will attempt to help you or direct you to the appropriate person to resolve the complaint.

We will acknowledge your complaint within 24 hours of receipt. If we need further information before resolving your complaint, we will contact you within 10 business days to request the relevant details. If the complaint cannot be resolved within 14 working days, it will be referred to our Internal Dispute Team for an impartial review.

By Phone: 0800 778 573
By Email: customer.care@Pulseinsure.co.nz

Mail to: PSC Insurance Brokers, Level 3, 139 Quay Street, Auckland Central, Auckland 1010

Step 2: Review by our Internal Dispute Team
If you are not satisfied with the outcome of the business review, you can request that the complaint be referred to our Internal Dispute Team for evaluation. The Internal Dispute Team will typically provide a decision within 14 business days of receiving your complaint.

Step 3: Seek review by an external source
If your complaint remains unresolved, or you’re not happy with the outcome you can refer the matter to Financial Services Complaints Ltd (FSCL), a Financial Ombudsman Service.

However, you must contact FSCL within 3 months from the date of receiving Pulse Insure’sfinal decision. Pulse Insure-tech NZ Limited (“Pulse Insure”) is an Authorised Representative of PSC Insurance Brokers NZ Ltd (FSP1001806), a Financial Advice Provider (FAP) licensed by the Financial Markets Authority (FMA) who are members of this independent external dispute resolution scheme approved by the Ministry of Consumer Affairs.

There is no cost to you to use their services.

There are various ways to contact Financial Services Complaints Ltd:

Post PO Box 5967 Wellington 6140

Email info@fscl.org.nz or complaints@fscl.org.nz

Phone 0800 347 257

Website www.fscl.org.nz