Last updated: November 2022

We strive to provide positive customer service experiences and empathetic support. However, if you are unhappy with a decision, service, or other interaction with UniMed, please let us know.

We take any complaint we receive, seriously. We will acknowledge the receipt of a complaint and work with you to resolve it.

Our Complaint Process below, provides the opportunity to provide feedback and/or request that we review a decision.

Download a copy of our Complaint Process here or to request a copy please call:
0800 600 666 / 03 365 4048.

 

How to notify us of a complaint

We encourage complaints to be made in writing by using our online feedback form

Alternatively, you can email: feedback@unimed.co.nz

Or post, to: Complaints Officer, UniMed, PO Box 1721, Christchurch 8140.

We also encourage you to attach any documentation that supports your complaint, thank you.

Prefer to call?

Freephone: 0800 600 666 or call our Christchurch Office: (03) 365 4048
(Office hours: 8am - 5pm, Monday - Friday)

Please note: we encourage you to email or post any documentation that supports your complaint, thank you.

Resolving your complaint: What happens next?

UniMed will acknowledge receipt of your complaint as soon as possible.

If you email your complaint to us, or use our online feedback form, we will do our utmost to acknowledge receipt of your complaint, within two business days of the date UniMed receives it. 

If we are unable to resolve your complaint immediately, it will be followed up by UniMed, in the order shown below:

  1. Frontline staff
  2. Team Leader
  3. General Manager
  4. Chief Executive
  5. Board

UniMed aims to resolve a complaint within 10 business days. Please be aware though, we may need to wait for information from third parties (e.g. Doctors), when we are considering your complaint.

If we can’t resolve your complaint within 10 business days, we will contact you to talk through the next steps.

The Insurance and Financial Services Ombudsman

If your complaint has been fully investigated by UniMed and you’re not satisfied with the outcome, you can refer your complaint to the Insurance and Financial Services Ombudsman (IFSO) for review.

The IFSO Scheme is a free, independent service which helps resolve disputes between financial service providers and their customers.

How to contact the IFSO:

  • Call: 0800 888 202
  • Email: info@ifso.nz
  • Write to: IFSO, PO Box 10- 845, Wellington 6143

Learn more about the IFSO