BHSI is committed to providing you with excellent customer service. However, if you are not satisfied with the service you have received or our claims decision 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. 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 you remain dissatisfied with our response, please contact our internal disputes resolution committee. That committee will be comprised of individuals not involved with the policy or claim your complaint relates to. They are committed to resolving your complaint objectively, fairly and efficiently. They will acknowledge receipt of your complaint within 2 business days. The committee will investigate and respond substantively within 15 business days with its finding, or explanation why your complaint cannot be resolved within that time frame.
If we cannot resolve your complaint or you are dissatisfied with the committee’s 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.
Berkshire Hathaway Specialty Insurance (www.bhspecialty.com) provides commercial property, casualty, healthcare professional liability, executive and professional lines, surety, travel, programs, and homeowners 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, Houston, Indianapolis, Irvine, Los Angeles, New York, San Francisco, San Ramon, Seattle, Stevens Point, Auckland, Brisbane, Dubai, Dublin, Düsseldorf, Hong Kong, Kuala Lumpur, London, Macau, Melbourne, Munich, Perth, Singapore, Sydney and Toronto.
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 2018, 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)||3,480.4|
|Minimum Solvency Capital ($m)||340.4|
|Solvency Margin ($m)||3,140.0|