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’ll assign a staff member internally to address your situation.
    1. We’ll confirm the facts with you.
    2. We’ll confirm what the solution looks like to you.
    3. We’ll acknowledge the complaint.
    4. We’ll discuss timelines depending on your circumstances and the nature of the complaint.
  3. We’ll establish potential solutions and/or confirm the implications with you.
  4. We’ll attempt to resolve the situation.
  5. We’ll make a final decision and communicate the outcome to you.
  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

Please fill in the form below.

"*" indicates required fields

This field is hidden when viewing the form
Name*
This field is hidden when viewing the form
This field is for validation purposes and should be left unchanged.