Making a Complaint

V1.0 (15/10/2026) NZ

If something has gone wrong, we want to hear about it. This document explains how to make a complaint about WeatherIt rain insurance in New Zealand and what happens next.

In this document, “we”, “us” and “our” mean Insuretech Services Pty Ltd (ACN 683 621 285) trading as WeatherIt, which acts as an agent of the insurer, Mitsui Sumitomo Insurance Co., Ltd (NZBN 9429039809810, FSP No. 20661), and is registered in New Zealand as an overseas company (Registration No. 9394774).

How to make a complaint

Email us at hello@weatherit.ai. Please include your name, your policy number if you have one, what happened, and what you would like us to do.

Making a complaint is free. If you need help, someone else can make the complaint for you.

What we will do

• We will acknowledge receipt of your complaint within 1 working day.
• We will keep you informed and aim to give you our final response within 30 days.
• If we need more time, we will let you know and explain why.

If you are not happy with our response

If you are not happy with the outcome, you may lodge a complaint with the Insurance & Financial Services Ombudsman (IFSO) Scheme, an independent dispute resolution scheme. IFSO’s service is free of charge to you.

• Website: www.ifso.nz
• Email: info@ifso.nz
• Phone: 0800 888 202

If IFSO can hear your complaint and makes a determination about it, both we and you have to comply with it unless you do not accept IFSO’s decision. If that’s the case, you can decide to pursue your complaint through the courts of New Zealand.

Fair Conduct Programme

Mitsui Sumitomo Insurance Co., Ltd maintains a Fair Conduct Programme to ensure customers are treated fairly. You can read it at www.msi-oceania.com.