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 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
Car insurance customers warned to be aware of sudden value drops
Vehicle complaints make up 23 percent of all complaints received by the Insurance & Financial Services Ombudsman's Scheme.
Lender writes off "unaffordable" $14,000 car loan, repays fees and interest
A lender has written off a man’s "unaffordable" car loan and repaid interest and fees after a financial mentor went into bat for him.
Flood-hit homeowners urged to ensure all repairs included in insurance payouts
An Auckland homeowner says the scope of works from her insurer to repair her flood damaged house underestimates the work needed.
Insurance customers in flood repair limbo
An insurer is making changes to its systems after customers were left up to five months without a claims update following a series of natural disasters earlier this year.
Featured Case Studies
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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Mr P listed a motorhome on Trade Me, and it was purchased for $35,000 using the “Buy now” function. ...
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When, because of travel restrictions, a woman asked her insurer if she was covered for the cost of h...
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Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
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Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
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Mr S made a claim for water damage to his house, which occurred when his washing machine overflowed ...
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A company discovered an employee had stolen company property, including property owned by their clie...
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Cover confusion causes more pain for severely injured man
In a recent complaint to the IFSO Scheme, Sai* was seriously injured in a car accident, and suffered...
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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 ...
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