We’d like to hear your feedback

Feedback highlights things we need to improve on, so we can make your experience better. If you would like to give us feedback, or lodge a complaint, here’s how you can get in touch.

You can give feedback, or lodge a complaint online here.

You can email us at info@mas.co.nz

You can phone us on 0800 800 627

Making a complaint

If you have a complaint, providing us with a detailed description of the problem, when it occurred, and what you would like us to do to resolve it for you will help us to address your concerns as quickly as possible.

We try to resolve all complaints as quickly and as fairly as we can. If we can’t resolve your complaint within 2 business days here’s what you can expect to happen.

We will consider your complaint in line with our internal complaints process

 This means:      

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint. We will provide you with updates at least every 20 days throughout this period.
  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.

If we can’t resolve your complaint

Sometimes we can’t resolve complaints to your satisfaction after following our internal complaints process. If this happens you can complain to the Insurance and Financial Services Ombudsman (IFSO).

IFSO provides a free, independent dispute resolution service that may help investigate or resolve your complaint.

You can contact IFSO by emailing info@ifso.nz, or by calling 0800 888 202. You can also write to them at: PO Box 10-845, Wellington 6143.