Our 6 Step Process
Step 1: establishing our relationship, in order to serve you well, we need to know and understand your needs well. We take the time to hear your concerns for the future. During this step we’ll go through our disclosures, what we are actually going to do for you, our agreement. We will open a record for you on our fully encrypted customer management system.
You can view our disclosure document here.
Step 2: collecting relevant information and goal setting. We’ll gain a thorough understanding of where you are and where you want to be.
Step 3: we analyse and avaluate your information and prepare a financial report for you.
Step 4: recommendations and presentation of our findings. We take the time to go through this with you.
Step 5: implementation and timeframes. We walk you through what next.
Step 6: we maintain contact with you throughout the year because life changes.
Our service commitment to you
All our team members follow our simple guide to service commitment:
We treat customers fairly
We act with integrity
Our Financial Advisor gives financial advice that is suitable
Our Financial Advisor ensures that you as our customer understand the financial advice
We protect your information
We take your privacy seriously and are committed to protecting your personal information. We collect personal information from you, including information about:
● who you are, your contact information and location
● the required information for products and services you enquire about
● your interactions with us and our interactions with you
We collect your personal information in order to:
● provide financial advice
Besides our staff, we share this information with:
● the insurer we have discussed with you in order to secure an insurance package for you
Providing some information is optional. If you choose not to provide information as detailed in the
insurance application, we’ll be unable to provide brokerage for insurance.
We keep your information safe by using a central software package with encryption and managing access
to details only relevant to the role of the staff member .
We will not keep your personal information longer than it is required in accordance with the Privacy Act
You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be
corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected,
The Privacy Officer
Matt Keeton Insurance
Calthorpe Insurances Limited
34 Anvil Road, Silverdale, Auckland.
We want to hear from you! The good, the not so good … compliments, feedback and complaints.
We want you as our customer to feel that you can let us know when you’re unhappy and we want you to know that we will work with you to resolve the situation and improve our processes.
Customers can formally and informally make a complaint either by phone, email. As soon as the complaint is received, you will receive an acknowledgment from us with a view to resolve within 2 days. Where a complaint cannot be resolved or is in deadlock, the customer will be referred to the FSCL www.fscl.org.nz.