See articles and updates on topical issues, together with information sheets, brochures, annual reports, reviews and other resources in our document library.

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Insurance delays drive record enquiries

Enquiries to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) have broken records for three months in a row, due to the knock-on effects of the Auckland floods and Cyclone Gabrielle.

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Buyout and protection plan announced

The Government has announced a buyout and protection plan for cyclone and flood affected properties, and Hawkes Bay property owners have been informed which category their homes fall into.

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Woman worried kitchen repair may be patch up job

When a Waihi woman accidentally flooded her kitchen last year, she didn't expect her insurer to only replace the damaged sections of her benchtop and cupboards.

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Insurance delays frustrating customers

The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) is currently getting a high number of enquiries about delays in insurance claims after the Auckland floods and Cyclone Gabrielle.

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'Saturated' Auckland warned of more heavy rain, thunderstorms

Almost a week after record-setting rainfalls hit Auckland, the city remains under a state of emergency. With high saturation levels and the weather system on its way back, MetService has put eastern areas of Auckland under a heavy rain watch from 11pm Thursday Feb 2 until 11am Friday Feb 3 2023.

Make sure you read our media release to prepare for your insurance claims.

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Flood Claim Tips

Mud, silt and sewage have been left behind in Nelson and Marlborough homes after a deluge of rain brought flooding and slips. But, if you're allowed back home, how do you clean it up? Here's what you need to know:

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The word Asia is in Australasia

A Kiwi holidaymaker landed with a $28,000 hospital bill after contracting Covid-19 in India thought his insurance would cover him because "Asia" was in the word "Australasia".

But his insurer said the term Australasia was only broadly applicable to treatment in Australia and New Zealand.

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Fraud vs non-disclosure

The Insurance & Financial Services Ombudsman Scheme (IFSO) isn’t in the business of detecting, reporting and reducing insurance fraud; that is the job of the Insurance Fraud Bureau New Zealand (IFB) and insurers. However, IFSO does encounter insurance complaints where fraud and the separate issue of non-disclosure are factors. Read on to find out the difference between them.

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New Insurance Contracts Bill "can't come soon enough."

The new Insurance Contracts Bill intends to update and consolidate the country’s existing insurance laws. Of the reforms, “the big one” for the IFSO Scheme relates to the issue of non-disclosure.

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Travel and travel insurance soaring as Kiwis take to the skies again.

With travel tickets and policies surging, here's a closer look at travel insurance - and the new Covid-19-related cover, with Insurance and Financial Services Ombudsman, Karen Stevens.

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The Insurance & Financial Services Ombudsman, Karen Stevens, warns travellers to check their travel insurance

The IFSO Karen Stevens talks to Stuff's Rob Stock about travel insurance, and what you are - and what you're not - insured for.

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The IFSO Scheme's Karen Stevens delivers flooding advice

With torrential rain across Auckland and Northland causing flooding, Insurance and Financial Services Ombudsman (IFSO Scheme), Karen Stevens, discusses what to do to avoid more heartache.

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