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Complaints Handling & Dispute Resolution

IF are committed to raising standards of service to our customers.

The following standards apply to all complaints handling.

  1. We will conduct complaints handling in a fair, transparent and timely manner.

  2. We will make available information about our complaints handling procedures.

We will only ask for and take into account relevant information when deciding on your complaint.

  1. You will have access to information about you that we have relied on in assessing your complaint and an opportunity to correct any mistakes or inaccuracies. In special circumstances or where a claim is being or has been investigated, we may decline to release information but we will not do so unreasonably. In these circumstances, we will give you reasons. We will provide our reasons in writing upon request.

  2. Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.

The satisfaction of our clients is extremely important. As such, we would like you to tell us if any of our products or services has not met your expectations in any way.

If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email. Remember to include your name, policy number and some details relating to your complaint.

When you first let Insurance Facilitators know about your complaint or concern, the person trying to resolve your complaint will listen to you, consider the facts and attempt to resolve your complaint immediately.

If your complaint is still not resolved to your satisfaction then you may refer your matter further by writing to Our Internal Dispute Resolution Committee as follows:

HDI Global Specialty SE - New Zealand
Tower One, Level 33, 100 Barangaroo Avenue, Sydney,
NSW, 2000, Australia

email here

Your dispute will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your dispute at least every 10 business days. The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your dispute within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required.

If You are not satisfied with the finding of the Committee, or if We have been unable to resolve Your complaint within eight (8) Weeks, You may contact Our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint

We are a member of the Insurance & Financial Services Ombudsman (IFSO) approved dispute resolution scheme. You can contact the IFSO at:


PO Box 10-845
Wellington 6143 New Zealand
Phone: 0800 888 202 or +64 4 499 7612
Fax: +64 4 499 7614
Email here

Website here

There is no cost to You to use the services of IFSO


We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that the we have high standards of service to our customers. More details about the Code can be found here


If you have a claim, please download and complete the Forestry Claim Notification Form:

Send to your local broker. If you need help completing the form please contact your local broker.

Complaints Handling and Dispute Resolution

Claims Fraud

Our Loss Adjustors

The Group’s involvement in agriculture extends back to 1977 and since then, has included a broad range of Insurance Schemes covering broadacre, horticulture, viticulture, silviculture, floriculture, aquaculture and livestock and has also been actively involved in many of the major agricultural Products and Public Liability claims in Australia over the last decade, involving crops, equipment, chemicals, fertilisers, agronomy and farming systems.

In terms of crop insurance, Agri Business Consulting Group follow established methods of loss measurement involving the grower at all stages to ensure that the claim process is totally transparent. Their prime objective is to achieve fair, reasonable and equitable outcomes for both Insurers and Growers.

Visit the Agri Business Consulting Group website

We utilise the services of Agri Business Consulting Group They are an independent provider of specialist loss adjustment, loss/risk management and consulting services. The Group’s operations cover both domestic and international projects, working in conjunction with Insurers, Industry Organisations, Corporate Enterprises, Governments and International Agencies.

ARC Group provides specialist loss adjustment/assessment, claims management and risk management consultancy for all agricultural based industries.  The group works with both State and Federal Governments, Industry Bodies, Universities as well as insurers, corporations and private farmers.

The ARC Natural Risk team are highly experienced in both agriculture and in handling agricultural insurance claims. We understand the factors that are important to the Individual Grower, Investor, Management Company, Insurer and Broker alike. This insight enables anticipation and resolution of potential issues before they become major concerns.

The proven protocols in place, a consistent approach and an accurate time efficient determination of loss according to the Insurers policy guidelines facilitates an optimal outcome for all parties involved. Early identification and implementation of an effective claim handling strategy ensures that even complex claims are dealt with in the most time efficient manner possible.

The ARC Natural Risk claim management process is simple and transparent by having all parties involved from the very outset of the claim to finalisation giving each party ownership and input into the matter in order to initiate a speedy outcome.

The ARC Natural Risk teams are located throughout Australia, for further details visit our web site at 

ARC Natural Risk is a member of ARC Group. The ARC Natural Riskteam have been involved in the assessment of agricultural claims since 1985.  The group undertakes extensive work throughout all areas of Australia and New Zealand.  The group has also undertaken work in North America and Asia.

ARC Group provides specialist loss adjustment/assessment, claims management and risk management consultancy for all agricultural based industries.  The group works with both State and Federal Governments, Industry Bodies, Universities as well as insurers, corporations and private farmers.

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