Complaints

Unhappy with our service?

At Compare Travel Insurance, we’re committed to providing a high standard of service to all our customers. However, we recognise that there may be times when our service doesn’t meet your expectations.

If something has gone wrong, we want to know about it and have the opportunity to put things right.

We take all complaints and feedback seriously. Your feedback helps us understand what we’re doing well and where we can improve. When you make a complaint, we’ll work with you to understand your concerns, address them as quickly as possible, and aim to reach a fair and reasonable outcome.

Here's how you can make a complaint and what you can expect from us during the complaints process:

Making a complaint

If you’re unhappy with our service, please let us know as soon as possible.

Step 1: Contact Us

The best way to contact us is by emailing complaints@comparetravelinsurance.co.nz

Alternatively, you can write to us and mail to,
CTI Complaints, PO Box 6798 Baulkham Hills NSW 2153, Australia.

Step 2: We’ll Help You

We’ll acknowledge your complaint within one business day where possible, and work to resolve it as quickly as we can.

We will either reply to your email or call you to respond to your complaint. This will include an investigation into your complaint, the reasons for our decision and how you can escalate the complaint to an external organisation if your complaint has not been resolved to your satisfaction.

We aim to resolve most complaints within 30 calendar days. More complex complaints, including those requiring third-party assistance or information that isn’t readily available, may take longer.

We’ll keep you updated at least every 10 business days until your complaint is resolved.

Step 3: External Review

We aim to resolve all complaints fairly and as quickly as possible. If you’re not satisfied with our response, you can escalate it to a manager or take your complaint to Insurance & Financial Services Ombudsman (IFSO).

Insurance & Financial Services Ombudsman:

• Online complaint form
• Phone: 0800 888 202
• Post: IFSO Scheme PO Box 10-845 Wellington 6143, New Zealand

For privacy related complaints, you can contact the Office of the Privacy Commissioner.

Who should handle your complaint?

If you have a complaint about our website, our comparisons or our service please come to us via the method outlined above.

But complaints about a policy, premium, purchase or claim should go to your insurer, who will have its own complaints process and dispute resolution scheme. If you need help finding your insurer's contact details, please get in touch.

Our complaints process is subject to change without notice, from time to time at our sole discretion. Last updated August 2026.