Insurance Frequently Asked Questions
How do I update my contact details?
The best way to update your details is by contacting your consultant, they’ll make sure your details are updated with your home loan and/or insurance suppliers. If you can’t remember which office or consultant you’re with, call 0800 332 837 and NZHL will provide you with the correct information.
Do I continue to pay my insurance premiums while I am on claim?
This is dependent on the type of policy you have. Contact your consultant or check your policy wordings to clarify.
How do I make a complaint?
Your feedback is very important to us. If you feel that we’ve let you down in any way, we’d like to know about it so we can do our best to resolve things. Here are the ways you can go about giving us feedback:
1. Start with your local office – If you have a problem or concern please talk to your local office, details of your local office can be found here on our website. They will do everything they can to resolve your issue.
2. Support Office escalations – If you are not happy with their resolution, please complete our complaints form, email us at [email protected] or call us on 0800 332 837. This will escalate your complaint to our national Support Office who will review your complaint and work through a resolution with you.
3. Disputes resolution service – If you are still not happy with the resolution provided or with the way your complaint was handled by NZHL, you can escalate the matter to our nominated disputes resolution service, Financial Services Complaints Limited (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. For details of the service they provide please visit www.fscl.org.nz, call 0800 347 257 or email [email protected]. This service is available free of charge.
How do I make an insurance claim?
First, contact your NZHL Consultant either via phone or email. They’ll help you through the claim process and make it as painless as possible.
Should I get prior approval, before making a claim on my Health Insurance Policy?
Applying for prior approval means you can be confident you’ll be covered before undertaking treatment. Arrangements can also be made to pay your providers directly.