Following the acquisition of Honan, including Certus Insurance Brokers, by Marsh, we are dedicated to supporting you, and that commitment will remain unwavering. Over time, you will begin to see the Marsh brand reflected in your documentation and be directed to the Marsh website for team contacts, finding forms and making claims. This will give you access to Marsh services and support so we can provide you with the best possible service.
The team are available to take your call Monday – Friday, between 8.30am - 5pm
Auckland 09 365 1205
Pukekohe 09 237 1191
You can make a claim using one of the forms below, or call us if you would like to discuss your claim or how to make a claim.
Please call us on 0800 627 744
We welcome your feedback, and appreciate any opportunity to improve our service. Notifying us of any concerns or complaints you have enables us to do so.
If you make a complaint to us, we will acknowledge your complaint within 24 hours. We will gather from you and record as much information as we can, to best work towards a resolution for you.
Rest assured we will take your complaint seriously, and will investigate fairly and keep you informed of progress. We will respond to you regarding a resolution that is consistent with our company policy and values within 21 days.
If, however, the matter has not been resolved satisfactorily, we will refer you to our appointed independent disputes resolution scheme provider:
Financial Services Complaints Ltd (FSCL) - A Financial Ombudsman Service and Disputes Resolution Scheme
Ph: 0800 347 257 or email: complaints@fscl.org.nz, or visit their website www.fscl.org.nz. FSCL’s service does not cost you anything.
Following the acquisition of Honan by Marsh, we are dedicated to supporting you, and that commitment will remain unwavering. Over time, you will begin to see the Marsh brand reflected in your documentation and be directed to the Marsh website for team contacts, finding forms and making claims. This will give you access to Marsh services and support so you can continue to deliver exceptional service.
Call Client Executive, James Baxter on 021 307 376 or email: james.baxter@marsh.com
Call James Baxter 021 307 376 or email us at info@honan.com.au and we’ll be in touch.
If you are unhappy with any of our services please contact your Honan Broker at your local Honan office by telephone, email or in writing to explain your concerns. We can be contacted at 021 307 376 or info@honaninsurance.co.nz
Your Honan Broker will work with you to try and put things right. If the matter cannot be resolved to your satisfaction, your Honan Broker will escalate your concerns to the Honan's Complaints Team. If you do not feel comfortable discussing your concerns with your Honan Broker, you can contact 0800 627 744
It is important that you provide us with all relevant information.
Part One: Acknowledgement & Resolution Within two (2) business days of receipt of your complaint, Honan's Complaints Team will: - formally acknowledge receipt of your complaint and provide you an estimate of the timeframe for a fuller response; - provide you with an overview of our complaints process; - provide information about our free, independent, dispute resolution scheme, that may help to investigate or resolve your complaint.
Part Two: Further Investigation & Response Honan's Complaints Team will keep you updated as your complaint is investigated and will provide you with a decision or proposal for resolution within twenty (20) business days of receiving your complaint. If your complaint is complex and may take longer to resolve, Honan's Complaints Team will advise you of this and will keep you informed of its progress.
Part Three: Your Right to Complain to IFSO If we are unable to resolve your complaint to your satisfaction within thirty (30) business days of receipt, you can contact our external dispute resolution service provider, the Insurance & Financial Services Ombudsman Scheme Inc. This is a free, independent dispute resolution service, who may help investigate or resolve your complaint. The contact details for our external dispute resolution service provider are:
Insurance & Financial Services Ombudsman Scheme Inc,
Physical: Level 2, Solnet House, 70 The Terrace Wellington 6143
Post: PO Box 10-845, Wellington 6143, New Zealand
Free Telephone Number: 0800 888 202
Email: info@ifso.nz
Marsh Limited (NZBN 9429040918792)(“Marsh”) arranges the insurance and is not the insurer. This page contains general information and does not take into account your individual objectives, financial situation or needs. For full details of the terms, conditions and limitations of the covers, refer to the specific policy wordings and/or Product Disclosure Statements available from Marsh on request. This publication is not intended to be taken as advice regarding any individual situation and should not be relied upon as such. The information contained herein is based on sources we believe reliable, but we make no representation or warranty as to its accuracy. Marsh shall have no obligation to update this publication and shall have no liability to you or any other party arising out of this publication or any matter contained herein. Marsh makes no representation or warranty concerning the application of policy wordings or the financial condition or solvency of insurers or re-insurers. Marsh makes no assurances regarding the availability, cost, or terms of insurance coverage.
LCPA 25/NZ016