Only accredited advisers can represent PPS Mutual to their clients and service PPS Mutual policies. We take great care in ensuring we partner with the right advisers.

Once you’re accredited with us, we operate on the basis of mutual trust and respect. We only contract with entities that are FAPs or Authorised Bodies, meaning we can rely on the existing compliance processes that you already have in place. Similarly, you can rely on PPS Mutual meeting its compliance obligations as a licensed insurer.

During any relationship, issues might arise from time to time. In these cases, we commit to proactively addressing any issues with you directly, transparently, and in a timely manner and we encourage you to do likewise if you have concerns with our performance.

Part of our accreditation process is attesting to our Adviser Handbook. You will be required to attest to your understanding and acceptance of this Handbook as part of the initial accreditation and annual accreditation processes. Any questions please reach out to your Relationship Manager, our Chief Distribution and People Officer, or our Risk and Compliance team.

  • Jennifer McGowan

    Jen McGowan

    Chief Distribution and People Officer

    Email: [email protected]

    Ph: 0274 777 448

  • Ginny

    Virginia Numans

    Chief Risk Officer and General Counsel

    Email: [email protected]

    Ph: 027 210 3500

Complaints

As a mutual insurer, we work hard for our members. There might be times when we get things wrong, and we want to know about them. We will take all reasonable steps to resolve any complaint and will review complaints with openness, empathy and transparency.  

You can raise complaints directly with PPS Mutual by:

Phone: 0508 PPS MUTUAL (777 6888)
Email: [email protected]
Post: PO Box 331 445, Takapuna 0740
 
We will endeavour to resolve any complaints from your clients internally.  We also belong to the Insurance and Financial Services Ombudsman (IFSO) service, which is an approved dispute resolution scheme. If we are unable to resolve a complaint, we will issue a letter of deadlock.  If your client’s complaint is within the IFSO’s terms of reference, they can raise their complaint with the IFSO at no cost.   For more information about IFSO, or to access the IFSO process, call 0800 888 202 or visit ifso.nz. 

 

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