+684 633 4266

Complaints procedure

If you have a complaint please talk to us about it.

While we hope it doesn’t happen, we understand that sometimes things don’t go as smoothly as you would like. When this happens, please let us know so that we can fix the situation quickly and fairly.

We have set up a process that ensures the right people hear about and address your complaint:

1. Talk to the person who handled your enquiry or claim

Concerns can often be resolved straight away by talking to us. Please contact the person who handled your enquiry or claim and explain the situation to them.

If you have any information that we weren’t aware of that would help us review the matter, please let us know.

If you prefer, you can contact us via our Complaints Form.

2. Talk to the Manager

If you feel uncomfortable dealing with the person handling your enquiry or claim, or you are not satisfied with their response, please contact the Manager. The Manager will consider all your concerns and carry out a full review, keeping you informed of the progress and will work to resolve your complaint as quickly as possible.

3. Talk to the General Manager

If the Branch Manager is unable to resolve the problem you may make a formal complaint to:

The Managing Director
National Pacific Insurance Ltd
Private Bag, Apia, Samoa

Telephone: (685) 20481
Fax: (685) 23374

For more information or to make a complaint, please call or visit us:

Suite 202, 2nd Floor
Centennial Building
Pago Pago
American Samoa

Manager: Baron Thomsen
Phone: +684 633 4266
Email: [email protected]