Insurance & Financial Services Ombudsman Scheme

We resolve complaints about insurance and financial services.

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News

Adviser licensing process, FMA

Advisers can start applying for a full license on March 15, 2021, and the FMA says the process will be rigorous.

Story from Insurance Business NZ: 19 November, 2020

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FMA Financial Adviser licensing guide

On Monday, 17 November, the FMA and Financial Advice NZ will launch a full licensing application guide for Advisers. The guide will cover licensing standards across seven conditions including record keeping and internal complaints processes.

Story from Good Returns: 12 November, 2020

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Napier residents: contact your insurer before you clean up

In the aftermath of devastating flooding and landslips, we urge Napier residents to take care at home and on the road, photograph the damage, and contact your insurer before you clean up.

Photo from Newshub: 11 November, 2020

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$43K ute repossessed

The CCCFA sets out lender responsibilities for consumer protection. When Charlie, who was terminally ill, couldn't repay a $43,000 loan, his ute was repossessed. The lender made mistakes, which displayed unfortunate conduct, particularly given Charlie’s vulnerabilities.

Story from Stuff: 10 October, 2020

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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