Make a Complaint
Our commitment to you
At Star Insure, we are committed to delivering high-quality service—no unexpected detours or potholes. But we know that, occasionally, things might not go as planned. If your experience has been bumpier than expected, we genuinely want to hear about it.
Your feedback helps us identify areas for improvement and ensures we can address any concerns promptly and appropriately. Often, we can sort things out with a quick chat. If not, we encourage you to follow the formal complaints process outlined below so we can address your concerns properly.
How we Handle Complaints
We value your feedback and believe in being direct. If things aren’t right, here is how we’ll get them back on track:
- Acknowledgement: We’ll acknowledge your complaint within 1 business day of receiving it.
- Resolution: We aim to resolve every issue quickly. We will provide a formal response with our decision and reasoning within 10 business days of receiving all the necessary information.
- Complex Cases: If a matter is complex or we are waiting on further details, we will keep you updated on our progress at least every 10 business days, or within another timeframe agreed with you.
How to make a complaint:
You can make a complaint in the following ways:
- Call us on 0800 250 600
- Email us at [email protected]
or use the Online complaints form on this page - Send us a letter to:
The Complaints Officer
Star Insurance Specialists
PO Box 97 954
Manukau
Auckland 2241
We expect that the majority of our complaints will be resolved quickly and satisfactorily. If your complaint is one of the few that can’t be resolved, please contact:
Berkshire Hathaway Specialty Insurance (BHSI)
Complaints Manager
Level 34, ANZ Centre
23-29 Albert Street
P O Box 106 844
Auckland 1143
[email protected]
If your complaint remains unresolved with BHSI, you may refer your complaint to the Insurance and Financial Services Ombudsman (IFSO) which is a free and independent service. You can contact the IFSO using the details below:
Phone: 0800 888 202
Email: [email protected]
Mail: Insurance and Financial Services Ombudsman
PO Box 10-845
Wellington 6143