Insurance & Financial Services Ombudsman Scheme

We resolve complaints about insurance and financial services.

Our service is free and independent.

Our services are uninterrupted by the current lockdown.

Call us on 0800 888 202

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News

Hit to pocket when pre-holiday illness strikes

The list of most expensive domestic claims from New Zealand’s leading travel insurer is a reminder to purchase travel insurance as soon as a trip is booked - the highest claims came from customers who hadn’t yet packed their bags.

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West Auckland flooding victims disappointed by insurance company dealings

TVNZ Fair Go reporter Alistar Kata on recent West Auckland flood victims' experience with their insurance claim. Karen Stevens Insurance and Financial Services Ombudsman says any evidence for damage and loss is going to help your claim.

Published 27 September 2021

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Consumers lack rights awareness

One-third of people are unaware of crucial legislation affecting lenders and borrowers, the Ministry of Business, Innovation and Employment (MBIE) reveals:

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2-month delay to new Credit Contracts and Consumer Finance Regulations

The NZ Government has agreed to a short delay to the full commencement of the Credit Contracts Legislation Amendment Act 2019 by two months, to 1 December 2021.

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Featured Case Studies

Excess dog damage image
An excess is paid when claims are accepted. If there is more than one event, more than one excess can be applied.
Viv’s claim, for carpet damaged by dog vomit and diarrhoea, was accepted. But three policy excesses were applied.
See the case summary
Covid-19: cancelled travel image
Check your exclusions. Most travel policies exclude global pandemics.
Barry cancelled his Bali trip due to Covid-19. His insurance claim was declined due to the pandemic exclusion.
See the case summary
Swiss watch swiped: Spain image
Check for exclusions and limitations. Travel exceeded 90-day limit on credit card
The credit card travel insurance policy had a 90-day limit. The watch was stolen on day 57 of the 100-day trip.
See the case summary
Cancer, non-disclosure image
Your full medical history must be disclosed when you apply for insurance.
Jin had life and trauma insurance. After his stage 4 colon cancer diagnosis at age 31, he made a claim.
See the case summary