IAG New Zealand,

1 Fanshawe Street, Auckland CBD, Auckland 1010, New Zealand

"AVOID AT ALL COSTS! SCAMMERS! The claim went to IAG from ASB. The person to who the claim was assigned, left the company and it went nowhere. We were told this months later. Their response was they believed they dealt with the claim in a timely manner. What a joke. Another claim - they confirmed it wasn't paid yet, in writing via email. Called later, and they conveniently said it was paid and was included in a previous cash settlement. If you are claiming multiple items, they reimburse you (if you get that far) with NO breakdown. You have no idea what the amount is for, and you can't check if anything has been missed. They don't even confirm when reimbursement has been made - you just have to keep checking your bank account. It is unbelievably shady. I also claimed two laptops that were flood damaged. Said we wanted cash, as we didn't know what we wanted to purchase yet. We have a flood-damaged home, this is so low on our priority list. They kept on insisting we buy from Noel Lemming. We said no, we want to wait and do our research, please reimburse us in cash. We even got a call from Noel Lemming asking us what we want to buy! They went ahead and registered us with them! No doubt they get some kind of cashback from them. How is this ethical?! We stood our ground, they stopped replying, and the money eventually appeared in our account. Your only option is to sit on the phone for hours and hours - start in the morning unless you want to be hung up on when their call centre closes. If you do get through to someone, they are irritated or deflated. Emailing gets you nowhere, they simply just don't reply or pass you from person to person. I do not know how this company is still operating. Your insurance company is supposed to be there when things go wrong. That is what you pay them for. Dealing with IAG has caused insurmountable stress in an already stressful situation."

"Customer service try to be helpful but they are working with a seemingly fragmented and inefficient system. No replies on the email addresses they provide. No follow-up on claims, and they rely a lot on client doing the leg work for them. I am a very frustrated customer. It has taken MONTHS to get a claim through and still in progress now, and we have had to chase them up A LOT."

"Have called numerous times to check the progress of my claim; have filled out the form requirements needed for the claim broker and month later no response. Have called every single day and waiting in the call queue for 4 hours and no response. This is ridiculous and absolutely disappointing for an insurance company. Have sent numerous emails to the team and still no reply; this has now been going on for almost 4 months now. I am really disappointed at the service and the no response. I do encourage other people to be aware of there no response occurrence; even when i tried to communicate to them through numerous channels and checked there website for other point of communications; to which yet again none showing a part from the ones i already tried. I will keep calling them as i need my car fixed asap but will keep you updated on the experience. Today again been waiting in the call queue for almost 6 hours ; I called from the time they opened which was 9am. This is ridiculous I wanted it to be no Star service however one star in order to post review."

"We are with IAG thru BNZ, and they are horrible, firstly they only take phone calls from 8-6 Monday to Friday. The phone staff sound like they don't have any enthusiasm when talking to people. They also said multiple times that their going to call us back or email us later on the following morning, but they don't. No Customer satisfaction, I was talking to a Case manager, and she sounded like she had no idea what she was doing, she didn't know where their own temporary branch was, and today i called, she said that they are waiting for someone to approve our request to transfer the money, but its been the same response for the past 2 weeks. WE WANT TO BE PAID OUT NOW!. I also put through a complaint, but no response back. DO BETTER!, PLEASE PEOPLE DONT CHOOSE IAG!"

"I have had insurance with AMI for nearly 12 years. We have made a claim in the recent floods in January. I have sat on the phone 4 times to follow up waiting 1hour and 20mins on our last call, I was told to get a builders quote to help process the claim, as they were under resourced with assessor’s they said this would help them process the claim quicker. I have twin boys who are asthmatic in rooms with carpet removed which we did as they never sent anyone after our initial phone call said someone would be sent out. They say We are Here to help’ well it’s been over 2 months and nothing. I found a builder who has quoted, to fix the damage, sent it into AMI and then they sent out an assessor who said it would be 3 weeks before they would be able to get the quote into AMI and I would have to wait another 3 weeks after that. It will be May before anything happens? How is this priority? With asthmatic twins? When our claim went in January? Don’t recommend AMI Insurance."