Make a Complaint

What should you do if you have a complaint with Equine and Livestock products or services?

Making a Complaint
If you are unhappy with any of our services please contact us so that we can try to put things right.

You may contact Marsh in one of the following ways.

• Contact your Marsh relationship manager directly.
• Call us on 0800 383 071 between the hours of 8.30am-5pm weekdays.
• Mailing us at PO Box 547, Cambridge 3434
• Completing our online ‘Contact us’ form and state you wish to make a complaint regarding Equine and Livestock products and/or services.

How we will review your complaint

In many cases we will be able to resolve your complaint immediately. If we need more time to conduct a review, we will send you an acknowledgement letter within 5 days of receiving your complaint. The letter will provide our timeframe to respond to you and the name and job title of the person who will be managing your response.

We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response.

What should you do if you’re still not happy?

In the unlikely event you are not satisfied with the outcome of your complaint, you can take your complaint to our external dispute resolution scheme, at no charge. We are registered with the Insurance & Financial Services Ombudsman (IFSO) who are an independent dispute resolution body.

You can contact them at: https://www.ifso.nz/complaints/ or 0800 888 202

Or write to:
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington 6143
New Zealand