Feedback and complaints

Let us know your thoughts so we can keep on improving

Our goal at AMP is for our customers to receive high quality advice and excellent customer service from our people. If you have any feedback, positive or constructive, we’d like to hear about it.

More importantly if you have a complaint let us know so we can put things right.

Thanks to feedback and complaints we learn what we’re getting right and which areas of our business can be enhanced or improved.

AMP feedback process diagram

Our complaint process

We’re committed to treating your feedback seriously, and resolving any issues as quickly and fairly as possible.

When you raise a concern or complaint we’ll aim to:

  • Acknowledge your issue and give you assurance that we’ll investigate
  • Give you an explanation of what happened and why
  • If required, work with you to reach a fair resolution
  • Where possible, make changes to avoid future recurrences

Your first point of contact

Our Customer Services Team is on hand to help resolve your issues Monday to Friday from 8am-6pm. You can:

  Call us

  • 0800 808 267 for complaints or feedback relating to our AMP products and services
  • 0800 106 652 for complaints or feedback relating to our formerly named AXA products and services
  • As an alternative speak to your adviser

  Email us

  Write to us

For Life or Income Protection Insurance, Personal Investments, KiwiSaver or Retirement Savings

AMP Services (NZ) Limited
P O Box 55
Auckland 1140
New Zealand

For House, Car and Contents Insurance

AMP General Insurance (claims)
P O Box 1093
Wellington 6140
New Zealand

For AMP Shareholder enquires

AMP Share Registry
Private Bag 92119
Auckland 1142
New Zealand

Our team of representatives are trained to help. The person who first receives your complaint will take responsibility for solving the problem, or ensuring it’s handled by someone who can help during your first contact with us. If you’re not satisfied with your complaint resolution, you can request your complaint be referred to a Manager, who will work with you to resolve your concerns.

Your second point of contact

If our Customer Service Representative or their Manager has been unable to resolve your complaint you can ask for your complaint to be escalated to our dedicated Customer Response Team, who manage complex or unresolved customer complaints.

Alternatively you can contact the Team directly at customerresponse@amp.co.nz

Please outline the details of your complaint including who has been assisting you, attach any relevant documents, including the policy and/or investment number impacted by your concerns.

Insurance & Financial Services Ombudsman Scheme Inc.
(IFSO Scheme)

If AMP is unable to resolve your complaint, you could be eligible to receive assistance from the IFSO Scheme.

The IFSO Scheme was set up in 1995 by the insurance industry to resolve disputes between insurance and savings companies and consumers. Membership of the IFSO Scheme is voluntary, independent, impartial and free to consumers; AMP is a participating member of the IFSO Scheme.

Please note that complaints to the Ombudsman need to meet certain criteria. For information on the service offered by the IFSO Scheme, and the types of complaints they can consider, please visit the Insurance & Financial Services Ombudsman website for more information.

Important information

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While care has been taken to supply information on this website that is accurate, no entity or person gives any warranty of reliability or accuracy, or accepts any responsibility arising in any way including from any error or omission.

A disclosure statement is available from your adviser, on request and free of charge.