Our service is independent, fair and free for consumers.
The IFSO Scheme1 is here to help with unresolved problems between you and your:
Take a look at our video below on how to make a complaint.
"[The case manager] was very understanding and helpful. She discussed with us how she reached her decision and appeal process etc. She was patient and kind in our stressful times."
- Consumer feedback
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.
Search for IFSO Scheme Participants: insurers and financial service providers
Register here to become a Participant of the IFSO Scheme
Access the complaint database, resources, data, toolkits, webinars and the Participant Portal
The IFSO Scheme's Annual Report is now available. The report contains statistics, information and case studies from 1 July 2023 - 30 June 2024.
One travel insurer went too far in trying to wriggle out of paying a claim by arguing that a locked hotel room was a “public place” when a woman made a claim for a ring stolen from hers.
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.
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.
