Making a complaint
We strive to provide our policyholders with excellent customer service; however, we acknowledge there may be times when you feel you have received less than optimal customer service from us. If you are unhappy with the service you have received, please contact us on 0800 808 581. In many cases, our Customer Contact Centre staff will be able to address your concerns straight away. However, if they are unable to address your concerns to your satisfaction, you can put your concern in writing and send it to us by post to PO Box 590, Wellington 6140 (if posting from within New Zealand, use FreePost Authority Number 521). Alternatively, you can email your concern to us at
The Insurance & Financial Services Ombudsman (IFSO)
The IFSO Scheme is a free, independent service for resolving insurance and savings disputes when customers and their insurers cannot come to a resolution. If there comes a time when, despite best efforts from all involved, a satisfactory resolution cannot be agreed, you can ask us to provide you with a Letter of Deadlock. You then have three months from the date of the Letter of Deadlock to take your complaint to the IFSO.
Foundation Life is a member of the IFSO Scheme and is bound by any ruling made by the IFSO.
IFSO contact details are;
| Website: | www.ifso.nz |
| Freephone: | 0800 888 202 |
| Telephone: | 04 499 7612 |
| Email: | |
| Post: |
Insurance & Financial Services Ombudsman Scheme |
| Physical: |
Insurance & Financial Services Ombudsman Scheme |