Complaints process
If something isn’t right, I want to know. Here’s exactly how to raise it and what happens next.
1. Talk to me first
Most concerns can be sorted out quickly with a conversation. Get in touch with me and tell me what happened and what you’d like done about it.
2. AIA Thrive’s internal complaints process
Because I provide advice on behalf of AIA Thrive Limited, you can also go straight to AIA Thrive’s complaints team, or escalate to them if you’re not happy with how I’ve handled things.
- Phone
- 0800 828 200
- nz.aiathrive@aia.com
- Post
- AIA Thrive, Private Bag 92499, Victoria Street West, Auckland 1142
When a complaint is received it will be acknowledged, considered, and you’ll be told the outcome and the reasons for it. You’ll be kept informed along the way.
3. Free, independent dispute resolution
If the complaint isn’t resolved to your satisfaction, you can take it to the Insurance & Financial Services Ombudsman Scheme (IFSO). It is independent, and it costs you nothing.
- Freephone
- 0800 888 202
- Phone
- 04 499 7612
- info@ifso.nz
- Website
- www.ifso.nz
- Post
- PO Box 10-845, Wellington 6143
Details checked against AIA Thrive’s public disclosure, October 2026. Full complaints information is also in AIA Thrive’s public disclosure (PDF).