We are interested in what you have to say.

Your feedback is important to us, if you’re not happy with something – anything, please let us know. That way we can try and get it sorted for you quickly and fairly.

Here’s the steps on what to do – if you feel unsatisfied

1. Give us a call

Freephone 0800 00 3545

Our team is available Monday to Friday 9.00am to 4.00pm. They will do their best to fix the problem on the spot or put you in touch with someone who can.

2. Get in touch with our Client Services Manager

Complete our online form, or email office@rlinz.co.nz

Every now and then, there will be a disagreement that cannot be easily resolved. When this happens you can contact us. This will ensure the process is fair and open.

You will hear back from us within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll update you with progress. Once we have all the information we need, we will aim to give you an answer within ten working days. If it is a complicated investigation that needs more time, we will keep you updated at least once every twenty working days, or another such agreed timeframe, until your complaint is resolved.

3. Get in touch with the Insurance and Financial Services Ombudsman Scheme

Phone: 0800 88 202 or
Write to: PO Box 10845, Wellington 6143

The Insurance and Financial Services Ombudsman Scheme (IFSO) is on hand for those rare cases where customers and their insurers can’t come to a resolution. If, despite your efforts and ours, we can’t agree, 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 Scheme. They are a completely independent authority and their service is free.Real Landlord Insurance is bound by the IFSO Scheme ruling and will fully comply with whatever they decide. For more details, visit www.ifso.nz