Feedback

Let us know your thoughts so we can keep on improving
AMP feedback process diagram

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 or concerns we’d like to hear from you so we can put things right.

Thanks to feedback from our customers we’re able to focus on which areas of our business can be enhanced or improved.

Our philosophy and 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
  • come up with a fair resolution
  • give you reassurance that changes will be made to avoid future recurrence where possible.

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 on:

  • 0800 808 267 for complaints or feedback relating to our AMP products and services
  • 0800 275 292 for complaints or feedback relating to our formerly named AXA products and services
  • as an alternative speak to your adviser.

Our team of representatives are well trained, and empowered to make decisions in line with our policies and procedures. The person you speak with 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 or issue resolution, you can request to be transferred to a manager, who will work with you to resolve your concerns.

Insurance & Financial Services Ombudsman Scheme Inc. (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.

If you feel your complaint has not been resolved to your satisfaction, you could be eligible to receive assistance from the Insurance & Financial Services Ombudsman. Please note that complaints to the Ombudsman need to meet certain criteria.

For information on the service offered by the IFSO, and the types of complaint they can consider and criteria, please visit the Insurance & Financial Services Ombudsman website for more information.

AMP Home Loans issues

Complaints regarding the AMP Home Loans product that have not been resolved to your satisfaction may also be eligible for investigation by the Banking Ombudsman.

For information on the service offered by the Banking Ombudsman, the types of complaint they consider, and eligibility criteria, please visit the Banking Ombudsman's website.

Contact us

If you have any feedback, concerns, or would like to make a complaint:

 If your enquiry is about an AMP product write to us at:

AMP Head Office or Life and Income Protection Insurance or Personal Investments, KiwiSaver, Retirement Savings:

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

House, car and contents insurance:

AMP General Insurance (Claims)
PO Box 1093
Wellington 6140
New Zealand

AMP shareholder enquiries:

AMP Share Registry
Private Bag 92119
Auckland 1142
New Zealand

If your enquiry is about one of our formerly named AXA products you can write to us at:

AMP
PO Box 1692
Wellington 6140
New Zealand

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.