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 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.


News

Flood Claim Tips

Mud, silt and sewage have been left behind in Nelson and Marlborough homes after a deluge of rain brought flooding and slips. But, if you're allowed back home, how do you clean it up? Here's what you need to know:

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The word Asia is in Australasia

A Kiwi holidaymaker landed with a $28,000 hospital bill after contracting Covid-19 in India thought his insurance would cover him because "Asia" was in the word "Australasia".

But his insurer said the term Australasia was only broadly applicable to treatment in Australia and New Zealand.

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Fraud vs non-disclosure

The Insurance & Financial Services Ombudsman Scheme (IFSO) isn’t in the business of detecting, reporting and reducing insurance fraud; that is the job of the Insurance Fraud Bureau New Zealand (IFB) and insurers. However, IFSO does encounter insurance complaints where fraud and the separate issue of non-disclosure are factors. Read on to find out the difference between them.

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New Insurance Contracts Bill "can't come soon enough."

The new Insurance Contracts Bill intends to update and consolidate the country’s existing insurance laws. Of the reforms, “the big one” for the IFSO Scheme relates to the issue of non-disclosure.

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Featured Case Studies

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...
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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. ...
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“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...
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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...
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No tick, no payment image
Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
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Pre-existing damage? image
Mr S made a claim for water damage to his house, which occurred when his washing machine overflowed ...
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Stolen goods lead to more losses image
A company discovered an employee had stolen company property, including property owned by their clie...
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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...
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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...
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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.
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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