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
Find a Participant
Search for IFSO Scheme Participants: insurers and financial service providers
Join the IFSO Scheme
Register here to become a Participant of the IFSO Scheme
Participant Login
Access the complaint database, resources, data, toolkits, webinars and the Membership Portal
News
"Little lies" have big consequences
"The long term consequences of insurance fraud are hard hitting. Declined claims are the tip of the iceberg," says IFSO Karen Stevens. Check your policy, ask questions, and tell the truth!
Story from Stuff, 27 July, 2020
Study: 1 in 6 kiwis lie about car insurance
Tell the truth! This study shows more kiwis need to know that there's no such thing as little lies when it comes to insurance, and the consequences can be dire. See our tips under Tips & Cases.
Story from Stuff: 20 July, 2020
$33K Ute not covered: check your policy
A Southland family are urging people to check their insurance policies after a ute accident left them $33K out-of-pocket. Check your cover before you might need it. See our Tips & Cases section.
Story from Stuff: 15 July, 2020
Financial advice regime to begin 15 March
Information on how to access dispute resolutions services is one of the disclosure requirements for financial advisers, aimed at ensuring consumers are better informed. The new regime begins 15 March.
Story from Good Returns: 25 June, 2020
Featured Case Studies
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
Check your policy exclusions. Don’t ever leave your bags unattended in public places
Raj's bag, worth $13,000, was stolen at Zurich train station when he walked briefly to the rubbish bin.
See the case summary
Tell your insurer your full medical history, even if it's old news.
When Rose arranged insurance, she didn’t mention her depression, skin, sinuses, spine, liver, cholesterol or ear issues.
See the case summary
Provide medical details for everyone under the policy.
Dougal's insurer declined to pay for his daughter Sally’s adenotonsillectomy, because she'd had enlarged tonsils.
See the case summary