• We will acknowledge your complaint and you will receive our Internal Complaints process within 2 working days.
• We will contact you for more information.
• We will approach the complaint with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
• We will try to resolve your complaint quickly.

You will receive a written decision, remedies and resolution as soon as practicable.

If you feel your complaint is not resolved to your satisfaction using our Internal Complaints process, or you are unsatisfied with the response or resolution, you can contact Financial Services Complaints Ltd (FSCL), which is a dispute resolution scheme who we are a member of. This service is free of charge, and is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to Financial Services Complaints Limited http://www.fscl.org.nz/complaints/how-make-complaint

You can contact (FSCL) at:

Postal Address: P.O. Box 5967, Wellington 6145
Email: [email protected]
Telephone: 0800 347 257
Website: http://www.fscl.org.nz/

Repayment problems and unforeseen hardship

If you are having, or are expecting to have, any repayment problems in relation to your aib Premium Funding loan, please feel free to contact us and we will see what we can do to help.

You can also contact MoneyTalks on 0800 345 123 for budgeting advice and financial mentoring. This independent service is confidential and free of charge.

If you are unable reasonably to keep up your payments or other obligations under your aib Premium Funding Loan because of illness, injury, the end of a relationship, or other reasonable cause, you may be able to apply to us for a hardship variation. To apply for a hardship variation, you need to (a) make an application in writing; (b) explain your reason(s) for the application; (c) request one of the variations outlined in the following paragraph; and (d) give the application to us.

The hardship variations you may request are:

• an extension to your loan term (which will reduce the amount of each payment due under your loan);
• a postponement of the dates on which payments are due under your loan (specify the time period for which you want this to apply); or
• both of the above.

Do this as soon as possible. If you leave it for too long, we may not have to consider your application.

Interest Charges

• Annual Interest Rates currently range between 12.50% to 18.50% pa (fixed for the annual term of your loan).
• The specific interest rate for your finance agreement depends on the premium been financed and your credit risk.
• The establishment fee can be added to the loan balance or paid up-front.

Please contact us for more information.

Establishment Fees

Establishment Fee: $40
The establishment fee is charged as a cost to process, document and advance each finance agreement.

You are protected by responsible lending laws. Because of these protections, any recommendations given to you by aib Premium Funding Limited about our loan products are not regulated financial advice. This means that duties and requirements imposed on people who give financial advice do not apply to these recommendations. This includes a duty to comply with a code of conduct and a requirement to be licensed.

You can contact aib Premium Funding Limited (FSP number 34402) on:

• 04 978 7460
• [email protected]
• PO Box 38485, Wellington Mail Centre
• Our normal business hours are 8.30-5pm weekdays (Monday to Friday)

You must let us know if your contact details change.