Our Customer Feedback and Complaint Process

Your feedback is important to us, so if you have any comments or issues we want to know about it so it can be resolved quickly.

Apex is committed to taking all feedback and complaints seriously and will responding to them immediately.

What should you do if something goes wrong?

• Most problems can be resolved by discussing the issue with your Broker.
• If you are unable to resolve your problem, concern or complaint with your Broker please contact Apex’s Managing Director, James McGhie on (09) 968 2083 so we can try and fix the problem. Alternatively you can email James with details to jamesm@apexgeneral.co.nz
• You may also contact our external complaints scheme with Insurance Advisernet by calling the Complaints Officer on 0800 524 760 or email complaints@ianz.co.nz.
• If we cannot agree on how to fix the issue, or if you decide not to use the internal complaints scheme you can contact Financial Services Complaints Ltd (FSCL). This service will cost you nothing, and will help us resolve any disagreements. You can contact FSCL at PO Box 5967, Lambton Quay, Wellington 6145, phone number: 0800 347 257, email address: info@fscl.org.nz