Insurance & Financial Services Ombudsman Scheme
We resolve complaints about insurance and financial services.
Our service is independent, fair and free for consumers.
Call us on 0800 888 202
How we can help
The IFSO Scheme is here to help with unresolved problems between you and your:
- insurer
- credit provider
- finance company
- financial adviser
- KiwiSaver provider
Take a look at our video on how to make a complaint.
“I was stunned when I heard from the IFSO Scheme so quickly after making my complaint and was ultimately incredibly impressed with the advice provided.”
“The person I spoke to was very friendly and helpful in what to do about the issue I had.”
- Consumer feedback
Translations and accessibility
The IFSO Scheme uses the New Zealand Relay Service, which is a telecommunications service for people who are deaf, hard of hearing, deaf-blind or speech-impaired. All NZ Relay calls are strictly private, so information is safe and secure.
We can also arrange an interpreter by telephone and have information available about the IFSO Scheme on our website in 7 languages below.
Find a Participant
Search for IFSO Scheme Participants: insurers and financial service providers
Join the IFSO Scheme
Register here to become a Participant of the IFSO Scheme
Participant Login
Access the complaint database, resources, data, toolkits, webinars and the Participant Portal
News
Compensation limits on all four financial disputes schemes set at $500,000
The compensation limits on the four authorised disputes schemes, to which the public can take their grumbles about banks, insurers and other financial services companies, have been harmonised.
The pitfalls of travel insurance if you want to ride a scooter overseas
Most people are unaware that motorcycle cover in their travel insurance policies almost always has exclusions that render the cover worthless for a great deal of travellers.
Government announces changes to lending and financial dispute resolution services
The government has announced it will reform financial services and strengthen customer protections.
Featured Case Studies
A vehicle insurance claim was declined because the driver had taken sleeping pills the night before.
See the case summary
Ani's insurance claim was declined because she had breached the service requirement condition in her policy.
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Mr and Mrs Singh's claim was declined because they'd left a window open on a security stay during their holiday.
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The man said that it was “archaic” to view obstetrics care as limited to the person actually having the baby.
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Graham’s insurance claim was declined because he had not told his insurer he was using his vehicle for business purposes.
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In this case, the insurer should have clearly notified its customer of the unusual reduction in the agreed value of his car.
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A financial mentor was able to help Jake get all the interest and fees on his loan refunded.
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Faulty repairs after the Christchurch earthquakes saw Amy make two complaints to the IFSO Scheme.
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Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
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Beneficiary caring for three grandchildren given loan she couldn't repay
Mrs Clayton* was given a loan despite having three bank balances of $0 and making regular payments t...
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The unusual preparation of a meal caused a catastrophe in which a couple lost their home.
Mr H* had a craving for steak and chips. For reasons unknown, he decided to cook his steak in a toaster.
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Lucy and Michael* said they were misled when their life insurance premiums increased nearly three-fold.
The couple complained to the IFSO Scheme that "rate for age" was never explained and they were told ...
See the case summary