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Holiday closure notice: The IFSO Scheme office will close at 5pm on Friday 20 December 2024, and reopen on Monday 13 January 2025.
Complaints can still be made by email during this time, and will be reviewed when the office reopens in 2025.
The IFSO Scheme is here to help with unresolved problems between you and your:
Take a look at our video on how to make a complaint.
"[The case manager] was very understanding and helpful. She discussed with us how she reached her decision and appeal process etc. She was patient and kind in our stressful times."
- Consumer feedback
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.
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Access the complaint database, resources, data, toolkits, webinars and the Participant Portal
The IFSO Scheme's Annual Report is now available. The report contains statistics, information and case studies from 1 July 2023 - 30 June 2024.
One travel insurer went too far in trying to wriggle out of paying a claim by arguing that a locked hotel room was a “public place” when a woman made a claim for a ring stolen from hers.
The compensation limits on the four authorised disputes schemes, to which the public can take their grumbles about banks, insurers and other financial services companies, have been harmonised.
Most people are unaware that motorcycle cover in their travel insurance policies almost always has exclusions that render the cover worthless for a great deal of travellers.
