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

Man's insurance claim for pregnancy care declined

A man who tried to claim pregnancy care on his health insurance policy has had his complaint about the insurer turned down by the Insurance and Financial Services Ombudsman Scheme.

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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.

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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.

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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.

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Featured Case Studies

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...
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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