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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Why complaints are gold dust

Nobody likes to be on the receiving end of a complaint. But Insurance & Financial Services Ombudsman Karen Stevens encourages the industry to regard complaints as a learning opportunity.

Story from Insurance Business Online: 23 November, 2019

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Risk Insurance complaints

If the industry is serious about changing conduct and culture for better customer outcomes, complaints are a good place to start.

Story from Adviser Focus, 21 November, 2019

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Gradual damage and insurance

Insurance complaints can arise due to misunderstandings or unmet expectations. Gradual damage is a common complaint issue, highlighted in this case.

Story from Stuff: 7 November, 2019

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Policyholder unhappy with payout

Insurance provides cover for accidental and sudden (not gradual) damage. Gradual damage is a common insurance complaint.

Story from Insurance Business Online: 8 November, 2019

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How to avoid common insurance mistakes

Stuff’s Susan Edmunds on how to avoid five common insurance mistakes: read, disclose, take care, don't break the law. Top tips and examples from IFSO Scheme complaints.

Story from Stuff: 7 October, 2019

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IFSO Supports Draft Disclosure Requirements

Karen Stevens, Insurance & Financial Services Ombudsman, has voiced her support for the draft disclosure requirements released by the Government.

Story from RiskInfo NZ: October 22, 2019

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Insurance fraud: patterns, prevalence and why

Tell the truth - no lie is little when it comes to insurance. Insurance Business magazine on insurance fraud, with Tim Grafton, ICNZ, and Karen Stevens, IFSO.

Story from Insurance Business Online: 2 October, 2019

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Declined claim for couple who left car keys for gang

The car, the boat and the white powder. Not a standard example of a standard requirement: take care of your property. Having insurance doesn’t mean you’re automatically covered.

Story from Stuff: 25 September, 2019

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Alcohol and insurance

From Vegas to Kuala Lumpa, wherever you are, it pays to be safe and to check your insurance policy before you might need it. Alcohol often plays a part in declined claims and subsequent complaints to the IFSO Scheme.

Story from Stuff: 22 September, 2019

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Two-year insurance battle over pool

An Aucklander wasn’t covered for the damage to his neighbour’s land after his swimming pool collapsed. His complaint was one of 322 to the IFSO Scheme last year. Policy exclusions were the most common issue.

Story from NZ Herald: 12 September, 2019

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No insurance for man who skipped flight to make cruise

Concerned a flight would be cancelled and they’d miss their cruise, a couple decided instead to 10-hour train trip. Their claim for the cost was declined and they complained to the IFSO Scheme.

Story from Stuff: 12 September, 2019

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Financial adviser complaint

Last year, the IFSO Scheme received only three cases about financial advisers. In this case there was no evidence to show the adviser had misled their client.

Story from Good Returns: 4 September, 2019

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