Customer Information

GTI provides clear information about how we handle investigations, manage personal information, and meet our legal responsibilities. This page outlines the reader’s rights, what the reader can expect from our service, and the standards we follow under New Zealand law.

  • If you've been notified that your claim has been appointed for investigation, we understand this can raise questions or concerns.
    We’re committed to professionalism, clarity, and transparency throughout the process.

  • Your insurer has requested a detailed assessment of your claim and appointed General & Travel Investigations as their agent to assist.
    They may have provided you with:

    • The reason for the investigation

    • Contact information for your assigned investigator

    • The expected standards of behavior and process

    • Clear communication and timely updates

    • Interviews in a neutral, respectful, and non-confrontational setting

    • A fair opportunity to share your version of events

    • Investigations based on fairness, impartiality, and thorough evaluation of all evidence

    We strictly follow the Privacy Act and General Insurance Code of Practice (GICOP). Your personal data is always handled lawfully and confidentially.

  • Claims are assessed based on your Product Disclosure Statement (PDS).
    This outlines:

    • Events and circumstances that are covered

    • Policy exclusions

    Important: It must be confirmed that an insured event occurred for your claim to proceed.

  • We will speak with you about the claim, review any documents or evidence you wish to provide, and complete the enquiries Star requires. This may include confirming ownership details, reviewing photographs, completing standard checks, and verifying the sequence of events.

    The Interview will be scheduled at a time/location that suits you

    The length of the interview will depend on the complexity of the claim, however it will not go over 90 minutes

    Five minute breaks will be offered every 30 minutes

    You have the right to bring a support person (friend, family, legal)

    You have the right to a free interpreter provided if needed

  • Under insurance law:

    • Your insurer must act honestly, fairly, and transparently

    • You, as the insured, are expected to be truthful and cooperative

    You may be asked to provide:

    • Receipts, phone records, criminal histories

    • Financial documents (e.g., bank statements)

    • Other evidence relevant to your claim

    General & Travel Investigations operates under the same duty on behalf of your insurer.

  • You have the right to make a complaint at any time about your insurer, including the handling of this investigation.

    Details on how to make a complaint about your insurer are available on your insurer’s website.

    General & Travel Investigations Limited has a procedure for handling complaints from Clients or Consumers, ensuring prompt and fair resolution.

    If you have a complaint about our services or charges, please refer your complaint to admin@GTI.co.nz - or by reviewing the Complaints Policy.

    If you have any questions or concerns about the investigation process, our team is here to assist you.

    We encourage open communication and are committed to addressing any issues or inquiries promptly and effectively.

Please complete the Privacy Authority form, please click this link

Alternatively, please complete the form below:

We're Here to Help

If you have any questions or need clarification, don’t hesitate to reach out.
We’re committed to open communication and ensuring the investigation process is as smooth and respectful as possible.

Consumer Information and Customer Rights

  1. GTI conducts all investigations under New Zealand law, including the Private Security Personnel and Private Investigators Act 2010, the Privacy Act 2020, the Crimes Act 1961, and all related regulations.

  2. All investigative methods follow privacy obligations, industry standards, and the professional duties required of licensed Private Investigators.

  3. Information gathered during an investigation is used only for lawful and authorised purposes.

  4. GTI maintains strict confidentiality over all methods, findings, client information, and personal data.

  5. The reader has the right to professional, lawful, and ethical service delivery at all times.

  6. The reader has the right to confidentiality and privacy under the Privacy Act 2020.

  7. The reader has the right to request copies of investigation reports and findings where legally permitted.

  8. The reader has the right to lodge complaints about service quality, conduct, or outcomes. Complaints can also be made to the Private Security Personnel Licensing Authority (PSPLA).

  9. GTI operates in accordance with the Fair Trading Act 1986 and the Consumer Guarantees Act 1993.

  10. Services are delivered with reasonable care and skill, are fit for purpose, and are provided within reasonable timeframes.

  11. GTI provides clear, accurate, and honest information about services, capabilities, and limitations.

  12. Personal information is collected, stored, and disclosed in line with the Privacy Act 2020 and the Information Privacy Principles.

  13. The reader may request access to their personal information, or request corrections, as required under the Privacy Act.

  14. GTI takes all reasonable steps to ensure the security of information, including secure storage and controlled access.