Make a complaint

We want every Mariner customer to have a good experience. If something hasn't gone to plan, please let us know so we can put it right.

How to make a complaint

Get in touch using any of the options below, or complete the form.
0800 466 467
Phone 09 250 6005
info@mariner.co.nz

How we handle complaints

If we can't resolve things straight away, you can make a formal complaint. Here's what happens next.

We'll acknowledge your complaint within 5 business days
We'll give you the name and contact details of the person handling it
Someone who hasn't handled your case will fully investigate it
We'll respond within 10 business days of having everything we need to make a decision
If we need more time, we'll keep you updated at least every 20 business days until it's resolved

If you're not happy with the outcome

Mariner Insurance arranges cover on behalf of Vero Insurance NZ Ltd. As a member of the Insurance Council of New Zealand, we adhere to the Fair Insurance Code.

If we can't resolve your complaint to your satisfaction within 2 months, we'll explain why in writing and give you a deadlock letter. This lets you take your complaint to the Insurance and Financial Services Ombudsman (IFSO), an independent, free service. You have three months from the date of the deadlock letter to do this.

Contact IFSO

Website: ifso.nz/contact-us
Phone 0800 888 202

Make a complaint

How to make a complaint

Do you wish to be contacted about your complaint?