Insurance & Financial Services Ombudsman Scheme

We resolve complaints about insurance and financial services.

Our service is free and independent.

Call us on 0800 888 202

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How we can help


'Finfluencer' guide announced

The Financial Markets Authority (FMA) - Te Mana Tātai Hokohoko - has released a guide to talking about money online following concerns some social media influencers and bloggers may be straying into regulated financial advice.

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Icy weather causes fire warning

Insurance and Financial Services Ombudsman, (IFSO), Karen Stevens says the cold weather is a timely reminder for people to check their use of appliances and their insurance policies.

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New CCCF Act to drive a culture of compliance from the top down

Directors and senior managers of lenders (including some mobile traders) must comply with the Credit Contracts and Consumer Finance Act 2003 (CCCF Act) from 1 October 2021.

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Canterbury floods - are you making a claim?

Insurance and Financial Services Ombudsman (IFSO), Karen Stevens, has important tips for people facing the task of setting their homes to rights.

-Rob Stock, Stuff, Monday 1 June 2021

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Featured Case Studies

Excess dog damage image
An excess is paid when claims are accepted. If there is more than one event, more than one excess can be applied.
Viv’s claim, for carpet damaged by dog vomit and diarrhoea, was accepted. But three policy excesses were applied.
See the case summary
Covid-19: cancelled travel image
Check your exclusions. Most travel policies exclude global pandemics.
Barry cancelled his Bali trip due to Covid-19. His insurance claim was declined due to the pandemic exclusion.
See the case summary
Swiss watch swiped: Spain image
Check for exclusions and limitations. Travel exceeded 90-day limit on credit card
The credit card travel insurance policy had a 90-day limit. The watch was stolen on day 57 of the 100-day trip.
See the case summary
Cancer, non-disclosure image
Your full medical history must be disclosed when you apply for insurance.
Jin had life and trauma insurance. After his stage 4 colon cancer diagnosis at age 31, he made a claim.
See the case summary