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


Make an Enquiry or Complaint

How we can help

The IFSO Scheme is here to help with unresolved problems between you and your:

  • insurer
  • credit provider
  • finance company
  • financial adviser
  • KiwiSaver provider

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

Translations and accessibility

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

Annual Report now out

The IFSO Scheme's Annual Report is now available. The report contains statistics, information and case studies from 1 July 2023 - 30 June 2024.

read more
Is a hotel room really a 'public place'?

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.

read more
Compensation limits on all four financial disputes schemes set at $500,000

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.

read more
The pitfalls of travel insurance if you want to ride a scooter overseas

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.

read more

Featured Case Studies

Hotel room not a public place image
Grace's insurer declined her claim for a stolen ring because she had left it in her hotel room.
See the case summary
Driving under the influence image
A vehicle insurance claim was declined because the driver had taken sleeping pills the night before.
See the case summary
$920 fridge purchase leads to $10,000 debt image
Linh neither asked for, nor wanted, a credit card with a $6,000 limit.
See the case summary
No evidence of car service; claim declined image
Ani's insurance claim was declined because she had breached the service requirement condition in her policy.
See the case summary
Insurer declines burglary claim because of open window image
Mr and Mrs Singh's claim was declined because they'd left a window open on a security stay during their holiday.
See the case summary
Husband makes claim for obstetrics care for his wife’s pregnancy image
The man said that it was “archaic” to view obstetrics care as limited to the person actually having the baby.
See the case summary
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...
See the case summary
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...
See the case summary
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.
See the case summary