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. Talk to your NZHL Consultant
2. Complete our Complaints Form
3. Email us at [email protected]
4. Phone us on 0800 332 837 (+64 7 839 0998)

If after speaking with one of our local representatives you are not satisfied, please complete our complaints form, alternatively email us on [email protected] or call us on 0800 332 837.
Your issue or concern will be fully reviewed / investigated by NZHL Support Office representatives in line with our complaints procedures. If you remain dissatisfied with the way your complaint has been handled and are unable to gain a satisfactory resolution, then you can refer the matter to our nominated disputes resolution service.

From November 2010 New Zealand Home Loans has been a member of the Financial Disputes Resolution Service (FDRS), the contact details for which are: Freephone 0508 337 337 or Freepost 231075, PO Box 2272, Wellington 6140, email [email protected] This service is 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.

Talk to us today about your insurance needs.
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