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Complaints process

Apex Advice - Internal Complaints Process

  1. You may contact us with your complaint by calling us on 0800 809 009, emailing us at clientsupport@apexgroup.co.nz, or via the complaints form below.
  2. We will assign a staff member internally to address your situation.
    1. We’ll confirm the facts with you.
    2. We confirm what the solution looks like to you.
    3. We acknowledge the complaint.
    4. We discuss timelines depending on your circumstances and the nature of the complaint.
  3. We establish potential solutions and/or confirm the implications with you.
  4. We attempt to solve the situation.
  5. We make a final decision and communicate to you the outcome.
  6. If we are unable to reach a resolution, you may refer the complaint to our independent dispute resolution scheme (Insurance & Financial Services Ombudsman)

Disputes Resolution

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