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

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Make an Enquiry or Complaint

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.


Here are six common insurance fishhooks still catching people out

New Zealanders still get caught out by a number of things in their insurance policies that can mean they are not covered – or not for as much as they expected.

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Insurer told to pay claim for house burgled after window left open

An insurance company that tried to turn down a claim for a burglary because the house had a window open has been told it should pay.

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What to consider when buying a vacant home

An insurer would potentially see a vacant home as being “a much higher risk”, says Karen Stevens.

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Business owner loses $10,000 in Facebook Marketplace scam not covered by insurance

Businesses are being warned their insurance may not cover them for losses resulting from online marketplace scams.

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Featured Case Studies

Husband makes claim for obstetrics care for his wife’s pregnancy image
The man said that it was “archaic” to view obstetrics care as limited to the person actually having the baby.
See the case summary
Flood damaged car not fully covered image
In this case, the insurer should have clearly notified its customer of the unusual reduction in the agreed value of his car.
See the case summary
Lending based on uncertain overtime and incorrect expenses image
A financial mentor was able to help Jake get all the interest and fees on his loan refunded.
See the case summary
Defective earthquake repairs cause ongoing issues image
Faulty repairs after the Christchurch earthquakes saw Amy make two complaints to the IFSO Scheme.
See the case summary
Financial mentor helps couple through unaffordable loan image
Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
See the case summary
Grieving son duped on Trade Me image
Mr P listed a motorhome on Trade Me, and it was purchased for $35,000 using the “Buy now” function. ...
See the case summary
“So, no” response leads to complaint image
When, because of travel restrictions, a woman asked her insurer if she was covered for the cost of h...
See the case summary
Health pack for depression not reasonable image
Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
See the case summary
No tick, no payment image
Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
See the case summary
Pre-existing damage? image
Mr S made a claim for water damage to his house, which occurred when his washing machine overflowed ...
See the case summary
Stolen goods lead to more losses image
A company discovered an employee had stolen company property, including property owned by their clie...
See the case summary
Payout brings more pain image
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...
See the case summary
Responsible lending disputed image
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...
See the case summary
Steak cooked in a toaster sparks disaster image
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.
See the case summary
Increasing premiums image
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