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 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.
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
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.
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.
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.
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.
Featured Case Studies
Grace's* insurer declined her claim for a stolen ring because she had left it in her hotel room.
See the case summary
A vehicle insurance claim was declined because the driver had taken sleeping pills the night before.
See the case summary
Ani's insurance claim was declined because she had breached the service requirement condition in her policy.
See the case summary
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
The man said that it was “archaic” to view obstetrics care as limited to the person actually having the baby.
See the case summary
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
A financial mentor was able to help Jake get all the interest and fees on his loan refunded.
See the case summary
Faulty repairs after the Christchurch earthquakes saw Amy make two complaints to the IFSO Scheme.
See the case summary
Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
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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...
See the case summary
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