We can help by answering your questions, following up with your enquiry, investigating your complaint, or guiding you in the right direction.
Complaints contain valuable information about when and how things go wrong. By sharing tips & cases about common issues, we aim to help more things go right.
Since 1995, the IFSO Scheme has provided a free and independent service for thousands of consumers. We resolve complaints about insurance and financial services.
The IFSO Scheme resolves complaints about insurance and financial services. Our service is independent, fair and free for consumers. Our Participants include insurers, superannuation and KiwiSaver providers, credit providers, finance companies, and Financial Advice Providers.
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Homeloan refinance ended up costing
Miscommunication costs
Adviser completes insurance application
Reduced investment values
Mountain eruption not unexpected
Swiss watch swiped: Spain
The missing bag and the rotting meat
The great train station robbery
Pania lost her ring in the sea, fake photos didn’t help
Storm in a tea shop, the unattainable police report
No cover for anxiety, loss of enjoyment
Mr M’s trip to NZ ends in tragedy
Roger’s trip ends in tragedy, waiver applies
Tooth extraction excluded from cover
Weight loss surgery excluded
Excluding tonsils, not adenoids
Overseas treatment – no specialist letter, no cover
$4,000 vacuum debt written off
Three loans, no redundancy cover
35 unauthorised credit card transactions
Financial hardship, no evidence provided
Full medical history needed
Income protection reinstated
No cover for childbirth trauma
Life insurance, reduced payment
What is fair and reasonable conduct?
When the policy pay-out is limited
Flood damage, no proof of loss
Earthquake damage, defective repairs
No temporary accommodation cover
Cover for motel, not for carparks
No access, no business
Earthquake: repair v replace
KiwiSaver early withdrawal rules super strict
Less than expect from your Superannuation
Investment loss from KiwiSaver mistake
Investments can go up and down
Pay out for stolen ring disappointing
No cover for derelict house after fire
No cover for missing ruby
Disappointing cover for stolen watch
The leaky ranch slider and the sudden hole
Photos not enough for $56K jewellery claim
House in disrepair, no fire cover
Previous declined claim, no cover for fire
Fake photo, fake jewellery, no cover
D.I.Y receipts
Lost and found glasses and the ICR
18 criminal convictions, no clean slate
Car written-off, pay out less than expected
Paying excess when it’s not your fault
No tyre tread, no cover
No cover for learner driver with passengers
Teenage son flips parents’ car
A car bumped into me - no it didn’t
The van, the can and the boom
Stolen car, no cover
Coffee-stained carpet, dining room only
Fair Insurance Code Breach
No insurance for man who skipped flight to make cruise
No ambulance cover for pre-existing conditions
Leaving out medical details is a problem
Bad knee, no cover
Skin surgery benefit changed
Son crashes car, no cover
Excess dog damage
Covid-19: cancelled travel
Cancer, non-disclosure
$43K loan, ute repossessed
$189K romance scam
Stress after the storm
No home, 4 loans, responsible lending?
Request to reduce life cover
Tenant turns house into animal refuge
Methamphetamine contamination confusion
Premiums paid were more than the funeral cover was worth
Gradual damage?
Complaint insurer misunderstood the term “off-roading”
Impact of COVID-19 and redundancy
Increasing premiums
Steak cooked in a toaster sparks disaster
Payout brings more pain
Responsible lending disputed
Man with Indian hospital bill argues “Australasia” must include “Asia”
Loss of rental during lockdown
Ombudsman finds that claim statement "was not complete and correct"
Health pack for depression not reasonable
Grieving son duped on Trade Me
Financial mentor helps couple through unaffordable loan
“So, no” response leads to complaint
No tick, no payment
Pre-existing damage?
Stolen goods lead to more losses
Defective earthquake repairs cause ongoing issues
Lending based on uncertain overtime and incorrect expenses
Flood damaged car not fully covered
Husband makes claim for obstetrics care for his wife’s pregnancy
Words debated following landslip
Insurer declines burglary claim because of open window
Business or displeasure?
Fraudulent insurance claim backfires
No evidence of car service; claim declined
Failure to remain at scene of accident
Theft from taxi
Incorrect fuel put into car
Insurance dispute about flood repairs
Hotel room not a public place
$920 fridge purchase leads to $10,000 debt
Policy double-up
Driving under the influence
Woman gets $40k more after disputing insurer’s decision
Unaffordable loan given to gambler
Dishonest statement about TV damage
Two eyes, two excesses
Flight delayed by weather
Trauma cover conditions not met
Policy cancellation dispute
Lender breaches responsible lending obligations
Nick's missing transit visa
Dispute over Range Rover repairs
Reduction in vehicle's value
Cardiology investigations not disclosed
Cancelled trip
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Difficult Conversations - 1 hr
Difficult Conversations - 1 hr (Powerpoint)
Identifying and Responding to Complaints
Identifying and Responding to Complaints (Powerpoint)
What Happens When Customer Complaints go to the IFSO Scheme
Consumer Vulnerabilities e-learning Module Brainstorm
Consumer Vulnerabilities Self-Facilitate Brainstorm
E-learning CV Module 1 - What is consumer vulnerability?
Insurance 1 Consumer Vulnerabilities Case Study
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Loan Consumer Vulnerabilities Case Study
Health Insurance - Setting client expectations about cover
Investment Adviser - When a client complains about you
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When you make a PI claim
Free 15 Minutes - Prima Facie Claim
General Insurance - 26 August - 15 Minutes
Gradual Damage - prima facie claim or exclusion 15 minutes
What caused the loss - 12 November
Credit - When clients challenge interest rates
Credit and Loans Responding to VC and being a Responsible Lender
Health Insurance - When the Policy Doesn't Cover it
Non Disclosure - When mistakes happen draft
Risk Insurance - Client Expectations and Insurer Responses to Policy Lapse
Risk Insurance - What the Policy Really Means
Dr. Grant Lester Managing Threats of Self Harm
Threats to Others Dr Grant Lester
Template Complaints Policy & Process Document
E-Learning Module 1
E-Learning Module 2
E-Learning Module 4
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Health Insurance - Setting Client Expectations About Cover
General Insurance - What does it take to prove a prima facie claim?
General Insurance - gradual damage - prima facie claim or exclusion
General Insurance - Trouble during the claim process - things to avoid
What caused the loss - When the insurance disagrees
Credit Contracts - Fees and Charges
Health Insurance - When the policy doesn't cover it
Life Insurance - Non Disclosure - When mistakes happen in the advice process
Risk Insurance - What the policy really means
Risk Insurance - Client expectations and insurer responses to policy lapse
Complaint Toolkit - Introduction
Complaints Toolkit - Stage 1
Complaint Toolkit - Stages 2 and 3
Dr Grant Lester - Managing threats of self-harm
Dr Grant Lester - Mental Health
2019-Q3-Credit Dashboard
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2019-Q2-Risk Insurance Dashboard
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2019-Q1-General Insurance Dashboard
2019-Q1-Health Insurance Dashboard
2018-Risk Insurance Dashboard
2018-General Insurance Dashboard
Explanation of internal complaints process
Internal complaints process
Complaints register for FAPs
Complaints register for insurers
Complaints register for lenders
Thank client for feedback template
Complaint Policy and Process Document
Response to client template
Complaint acknowledgement template
Investigation checklist
Responding to Threats of Harm to Self Threats to Self webinar Threats to Self slides (PDF) Template Policy Threating or Suicidal Customers
Managing Threats to Self
Sample Policy templates
Consumer Vulnerability - e-learning modules - trainer resources
Complaint response template
Acknowledgment of delay template
Final Decison and deadlock investigation checklist template
Final Decision and notice of deadlock template
EQ repairs
Disability insurance
Complaints about the Insurance & Savings Ombudsman (“ISO”) Scheme
2019-Q4-General Insurance
2019-Q4-Risk Insurance
2019-Q4-Health Insurance
self-facilitate vunerable consumers workshop for staff
2012 Annual Report
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Difficult conversations - video
2020 IFSO Annual Report
2020 Annual Report
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2020 Q2 Risk Insurance Dashboard
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2020 Q2 Travel Insurance Dashboard
Template Complaints Policy and Process document
Template Complaints Policy & Process document
Template Complaints Policy and Process Document 2021
Complaints Policy and process template 2021
CT 11 Mar 2021 Responding to Complaints in a licensed regime - slides
Financial Markets Conduct Regulated Financial Advice Disclosure Amendment Regulations 2020
Threatening or suicidal customers policy template
Professional Development Plan - Template
Navigating the Participants Area
annual
IFSO Scheme Annual Report 2021
2021 Annual Report
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Complaint Process Service Charter Template for IFSO Scheme Participants
2022 Annual Report
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NZ Parliamentary Ombudsman - Managing unreasonable complainant conduct manual Oct 2012
Terms of Reference 2023
Complaint Process Template Documents (all)
Constitution
Publicising IDR process and IFSO Scheme template
IFSO Scheme 2023 Annual Report
IFSO Scheme 2023 Financial Statements
2023 Annual Report
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2023 Review Consultation Paper
Complaints process templates (all)
Breaching driver licence conditions
2023 Independent Review
Car accidents involving uninsured drivers
Car insurance legal liability cover
Car insurance payments
Claim settlement delays
Double insurance
Jewellery insurance
House insurance payments
House repairs
Lack of proof of ownership
Leaving items unattended in a public place
Not taking reasonable care
Premium increases
Temporary accommodation
2024 Annual Report
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Terms of Reference - current
Guide to compensation
Vehicle modifications
Excess
Gradual damage
Approach to remedies for irresponsible lending
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2025 Financial Statements June 2025
Request for review - checklist
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