Fair Insurance Code
Chubb is a member of the Insurance Council of New Zealand (ICNZ) and a signatory to ICNZ’s Fair Insurance Code (the Code). The Code and information about the Code is available at http://www.icnz.org.nz/ and on request.
Privacy Statement
Combined Insurance is a division of Chubb Insurance New Zealand Limited. Chubb collects, uses and retains your personal information in accordance with Chubb’s Privacy Policy, which also applies to Combined Insurance.
This statement is a summary of Our privacy policy and provides an overview of how We collect, disclose and handle Your personal information. Our privacy policy may change from time to time and where this occurs, the updated privacy policy will be posted on Our website.
Chubb is committed to protecting Your privacy. Chubb collects, uses and retains Your personal information in accordance with the requirements of New Zealand’s Privacy Act, as amended or replaced from time to time.
Personal Information Handling Practices
When do We collect Your personal information?
Chubb collects Your personal information (which may include health information) from You when You interact with Us, including when You are applying for, changing or renewing an insurance policy with Us or when We are processing a claim, complaint or dispute. Chubb may also (and You authorise Chubb to) collect Your personal information from other parties such as brokers or service providers, as detailed in Our privacy policy.
Purpose of Collection
We collect and hold the information to offer products and services to You, including to assess applications for insurance, to provide and administer insurance products and services, and to handle any claim, complaint or dispute that may be made under a policy.
If You do not provide Us with this information, We may not be able to provide You or Your organisation with insurance or to respond to any claim, complaint or dispute, or offer other products and services to You or Your organisation.
Sometimes, We may also use Your personal information for Our marketing campaigns and research, to improve Our services or in relation to new products, services or information that may be of interest to You.
Recipients of the Information and Disclosure
We may disclose the information We collect to third parties, including:
•contractors and contracted service providers engaged by Us to deliver Our services or carry out certain business activities on Our behalf (such as actuaries, loss adjusters, claims investigators, claims handlers, professional advisers including lawyers, doctors and other medical service providers, credit reference bureaus and call centres);
•intermediaries and service providers engaged by You (such as current or previous brokers, travel agencies and airlines);
•other companies in the Chubb group;
•the policyholder (where the insured person is not the policyholder);
•insurance and reinsurance intermediaries, other insurers, Our reinsurers, marketing agencies; and
•government agencies or organisations (where We are required to by law or otherwise).
These third parties may be located outside New Zealand. In such circumstances We also take steps to ensure Your personal information remains adequately protected.
From time to time, We may use Your personal information to send You offers or information regarding Our products that may be of interest to You. If You do not wish to receive such information, please contact Our Privacy Officer using the contact details provided below.
Rights of Access to, and Correction of, Information
If You would like to access a copy of Your personal information, or to correct or update Your personal information, want to withdraw Your consent to receiving offers of products or services from Us or persons We have an association with, please contact the Privacy Officer by posting correspondence to Chubb Insurance New Zealand Limited, PO Box 734, Auckland; telephoning:
+64 (9) 3771459; or emailing Privacy.NZ@chubb.com.
How to Make a Complaint
If You have a complaint or would like more information about how We manage Your Personal Information, please review Our Privacy Policy for more details, or contact Our Privacy Officer at the details above.
You also have a right to address Your complaint directly to the Privacy Commissioner by telephoning 0800 803 909, emailing enquiries@privacy.org.nz or using the online form available on the Privacy Commissioner’s website at www.privacy.org.nz.
Complaints and Dispute Resolution
We take the concerns of its customers very seriously and has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To assist us with your enquiries, please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint or dispute.
Our complaints and dispute procedures are as follows:
Stage 1 – Complaint Handling Procedure
If you are dissatisfied with any of our products or services and you wish to lodge a complaint, please contact us via:
Email: Complaints.NZ@chubb.com
Phone: COMBINED (266 246) (call free within NZ)
+64 9 520 9000 (if calling from overseas) Fax: +64 9 520 9009
Post: The Complaints Officer Combined Insurance Private Bag COMBINED Remuera Auckland 1541
Stage 2 –Dispute Resolution Procedure
If you are dissatisfied with our response to your complaint, you can advise that you wish to take your complaint to Stage 2 and referred to our dispute resolution team. Our internal dispute resolution team can be contacted via:
Email: DisputeResolution.NZ@chubb.com
Phone: +64 9 377 1459
Fax +64 9 303 1909
Post: Internal Dispute Resolution Service
Chubb Insurance New Zealand Limited
PO Box 734
Shortland Street
Auckland 1140
Stage 3 – External Dispute Resolution
We are a member of an independent external dispute resolution scheme operated by Financial Services Complaints Limited (FSCL) and approved by the Ministry of Commerce & Consumer Affairs. Subject to FSCL’s Terms of Reference, if you are dissatisfied
with our dispute determination or we are unable to resolve your complaint or dispute to your satisfaction within two months you may contact FSCL via:
Post: PO Box 5967, Lambton Quay, Wellington 6145
Phone: 0800 347 257 (call free for consumers) or +64 4 472 FSCL (472 3725)
Fax: +64 4 472 3728
Email: info@fscl.org.nz
Website: www.fscl.org.nz
Please note if you would like to refer your complaint or dispute to FSCL you must do so within 2 months of the date of our dispute determination.
Further details regarding our complaint handling and dispute resolution procedures are available from our website and on request.