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
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:
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.
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.
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.
Featured Case Studies
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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