Where can I complain if I am unhappy with how my insurer handled my claim?

You do not need to sue as a first step. Insurers in New Zealand must have an internal complaints process and belong to an approved dispute resolution scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. Start by lodging a formal complaint with the insurer, setting out the issues and what outcome you want. If you do not get a satisfactory response within a reasonable time, generally within about 40 working days, or you are dissatisfied with the final answer, you can take the complaint to the insurer's scheme, such as the Insurance and Financial Services Ombudsman, Financial Services Complaints Limited or the Financial Disputes Resolution Service, whichever the insurer belongs to. Their services are free for consumers, and they can make recommendations or binding decisions up to certain limits.