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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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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Need help with your finances? Find a financial mentor

Here is a great example of the value of financial mentors - helping people navigate financial hardship. To complain about hardship decisions made by lenders, contact us at

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Canterbury flood residents: document the damage before you clean up

After the severe flooding in Canterbury, we urge affected residents to photograph the damage, and contact your insurer before you clean up.

- Story from The Star, 31 May 2021

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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.

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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