FAQs and quick answers

As the underwriter and administrator of the Southern Cross Life Insurance policies, Chubb Life strives to provide customers with the highest possible level of service. There are times when you might not be satisfied. If you're dissatisfied, please call 0800 000 200 and the team will do their best to resolve your issue straight away.

If they are unable to resolve your issue, they can escalate it to the Chubb Customer Resolutions Team who will follow a more formal internal complaints process. Alternatively, you can contact their Customer Resolutions Team directly at any time, using the following details:

Customer Resolutions Team
Chubb Life NZ Ltd
Private Bag 921 31
Victoria Street West
Auckland 1142

[email protected]

They’ll acknowledge receipt of your complaint within two working days of receiving it. Chubb Life’s Customer Resolutions Team will undertake a thorough investigation and aim to provide you with a decision within ten working days. In some cases, they may need more time or further information, but they’ll keep you updated during this process. 

If they can't resolve your complaint, or two months have passed since it was made, they’ll issue a letter explaining that either they've reached a deadlock, have closed the complaint or that it remains open, and they’ll be continuing to send communications.

External resolution process

Chubb Life is part of an independent external dispute resolution scheme operated by the Insurance and Financial Services Ombudsman (IFSO). If they're unable to come to a resolution, you can contact IFSO within 3 months of the date of their deadlock letter for free, independent resolution of your complaint, subject to IFSO’s Terms of Reference. IFSO can be contacted using the following details:

Freephone  0800 888 202
Email  [email protected]
Website  www.ifso.nz
Fax 04 499 7614
Address PO Box 10845, Wellington 6143