At UniMed we strive to provide excellent customer service and empathetic support to our members. However occasionally things can go wrong or a member is unhappy with a decision we have made.
Our Complaints Process provides the opportunity to provide feedback, seek review of a decision or request an alternative action.
As a member of the Insurance and Financial Services Ombudsman scheme, members who remain unhappy at the end of the Complaints Process can request a Letter of Deadlock in order to access the IFSO’s services.
If you have a complaint, we recommend that you contact us on 0800 600 666, (Monday – Friday, 8am – 5 pm).
The Complaints Process varies depending on the type of complaint that you have. We will acknowledge your complaint by the end of the next business day and will respond fully once all information has been gathered and a full review has taken place. Please be aware that in some cases this process can take some time, especially if we have to seek information from third parties such as doctors or business partners.
Please also review our complaint procedures detailed on www.unimed.co.nz. It sets out the complaints procedure to follow if it relates to:
- Claims Decision,
- Administration Decision, or
- Premium Payment.
You can find out more information on the Insurance and Financial Services Ombudsman Scheme from the website www.ifso.nz.
The Ombudsman’s address is:
Insurance and Financial Services
Ombudsman Scheme Inc.
PO Box 10845