2024 IFSO Scheme Insurers Conference

“Bad behaviour?”

Thursday 18 April 2024
Jade Room, Cordis Hotel, 83 Symonds Street, Auckland

Our 2024 Insurers Conference was held on 18 April - thanks to our sponsors and attendees who joined us.

Presentations and case studies from the conference are available here.


Our conference for insurers this year focuses on the rise in challenging customer behaviour.

We have seen a marked increase in the past year in difficult behaviour from consumers using the IFSO Scheme’s service, and we know many in the industry are also experiencing this. The impact this has on complaint resolution and staff wellbeing is not to be underestimated, and we invite our Participants to join us for this one-day conference to explore more about this topic.

The conference sessions will cover how our world is changing, why emotions heighten, how to respond to challenging behaviour, and techniques to manage personal stress.

Lance Burdett
Keynote speaker Lance Burdett

Our keynote speaker is Lance Burdett, an ex-crisis negotiator with the NZ police who will offer insights from his extensive experience in advanced communication techniques. We will also be showcasing other speakers who can share their experience with you to better understand the rise of challenging behaviour and what this means for your business.

Along with this important, timely topic, we will again be running our popular case study “speed-dating” sessions, where attendees discuss IFSO Scheme case studies in-depth and get insights from the IFSO Scheme case managers.

The incoming Insurance Council of New Zealand CEO, Kris Faafoi, and outgoing Financial Services Council CEO, Richard Klipin, will also give short overviews of the state of the sector and their thoughts on the future.

We are pleased to be able to offer a low registration price, at no change from last year, to allow all those who may benefit from this professional development opportunity to attend.

We are excited to deliver another in-person conference in Auckland this year after a successful sold-out event last year.

Register now to avoid missing out, as places are limited!


$320 (incl GST) early bird until the end of March 2024

$375 (incl GST) from 1 April 2024

(includes morning tea, lunch, afternoon tea and networking drinks)

Thank you to our 2024 sponsors: