Media Releases

See IFSO Scheme media releases with updates on industry issues and complaints.

The new IFSO Scheme website will make it easier for consumers to find information and make a complaint. "We’re here to help - if you have a question or complaint about your insurer or financial service provider, our service is free, independent and fair,” says Insurance & Financial Services Ombudsman, Karen Stevens.

IFSO, Karen Stevens, says check with your airline, your travel agent and your travel insurer before you cancel, change or make travel plans. “We’re receiving a lot of calls from people wanting to change or cancel their travel plans, but they’re concerned about insurance."

For a smooth summer holiday, the IFSO Scheme has some tips to help you avoid holiday mishaps resulting in declined insurance claims.

The IFSO Scheme Annual Report, released today, reveals a small increase in complaints (322, up from 320 the previous year) and a significant increase in complaint enquiries (3,805, up from 3,357 the previous year) in 2018-2019.

Last year, the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) received over 1,000 complaint enquiries and 46 complaints about vehicle insurance.

“Every five years, we are required to conduct an independent Review, and we welcome it as an opportunity for continuous improvement of our free and independent complaints service,” says Insurance & Financial Services Ombudsman, Karen Stevens.

24 years of insurance complaints reveal many people don't know what they need to do to make a claim. 20% of general insurance complaints involve declined claims because the insured can’t prove their loss.

As the Nelson bush fire continues to affect residents throughout the region, Insurance & Financial Services Ombudsman Karen Stevens urges residents to contact their insurers so they can make a claim.

With a record number of Kiwis now travelling overseas – New Zealanders took 2.9 million overseas trips in 2017 – having, and understanding, travel insurance is a must.

Precious jewellery can be damaged, stolen or lost. To make sure you have insurance cover should you ever need it, take a moment and check your policy, says Insurance & Financial Services Ombudsman, Karen Stevens.