BHSI Complaints Procedure
BHSI is committed to providing you with excellent customer service. However, if you are not satisfied with our claims decision or the service in respect of your insurance or your relationship with us and wish to make a complaint, we will endeavour to resolve it promptly and professionally.
In the first instance, please contact our New Zealand Complaints Manager. Please provide us with your policy and claim number (as applicable) and as much information as you can about the reason for your complaint. BHSI is committed to resolving your complaint objectively, fairly and efficiently. We will acknowledge receipt of your complaint within 2 business days, investigate and respond substantively within 15 business days with our finding, or explanation why your complaint cannot be resolved within that time frame.
If we cannot resolve your complaint or you are dissatisfied with our response, we will provide you with a “letter of deadlock” so you can take your complaint to the Insurance and Financial Services Ombudsman, which provides a free complaints resolution service for our customers. You can view the Insurance and Financial Services Ombudsman’s terms of reference and procedure at www.ifso.nz.
Contact Details
Complaints Manager
Berkshire Hathaway Specialty Insurance
Level 34, ANZ Centre
23-29 Albert Street
PO Box 106 844
Auckland, NZ 1143
[email protected]
Berkshire Hathaway Specialty Insurance
Level 34, ANZ Centre
23-29 Albert Street
PO Box 106 844
Auckland, NZ 1143
[email protected]
Insurance and Financial Services Ombudsman Scheme
Level 2, Solnet House
70 The Terrace
Wellington
PO Box 10-845
Wellington 6143
[email protected]
Level 2, Solnet House
70 The Terrace
Wellington
PO Box 10-845
Wellington 6143
[email protected]
Berkshire Hathaway Specialty Insurance (www.bhspecialty.com) provides commercial property, casualty, healthcare professional liability, executive and professional lines, transactional liability, surety, marine, travel, programs, accident and health, medical stop loss, homeowners, and multinational insurance. We are part of Berkshire Hathaway’s National Indemnity group of insurance companies, consisting of National Indemnity and its affiliates. BHSI holds a current financial strength rating of A++ from AM Best and a financial rating of AA+ from Standard & Poor’s. The rating scales can be found at www.ambest.com and www.standardandpoors.com, respectively. Based in Boston, Berkshire Hathaway Specialty Insurance has offices in Atlanta, Boston, Chicago, Columbia, Dallas, Houston, Indianapolis, Irvine, Los Angeles, New York, Plymouth Meeting, San Francisco, San Ramon, Seattle, Stevens Point, Adelaide, Auckland, Barcelona, Brisbane, Brussels, Calgary, Cologne, Dubai, Dublin, Frankfurt, Hong Kong, Kuala Lumpur, London, Lyon, Macau, Madrid, Manchester, Melbourne, Munich, Paris, Perth, Singapore, Sydney, Toronto and Zurich.
Solvency Margin
Berkshire Hathaway Specialty Insurance Company’s solvency information, as set out in the most recent Annual Statement filed with the Nebraska Department of Insurance and the National Association of Insurance Commissioners (“NAIC”) for 31 December 2023, is shown below in $US. The solvency capacity of the Company follows the NAIC prescribed Risk Based Capital (including Catastrophe Risk) calculation and exceeds the minimum requirements of the NAIC and the Nebraska Department of Insurance.
| Actual Solvency Capital ($m) | 6,192.6 |
| Minimum Solvency Capital ($m) | 735.2 |
| Solvency Margin ($m) | 5,457.3 |
| Solvency Ratio | 842% |