Insurance Information

The best time to understand your insurance cover is before you might need it. Insurance won’t cover you for all events, but there are steps you can take to make it more likely you will get the cover you expect and prevent future issues. Checking your policy is a good place to start.

Our Glossary explains the meaning of technical terms used in tips and cases.

Join the Scheme Make a Complaint

Contact us

Contact the IFSO Scheme at any stage for guidance:
0800 888 202
info@ifso.nz

Make a complaint

If you can answer yes all of the following questions you can make a complaint to the IFSO Scheme.

DO YOU HAVE A COMPLAINT?

The IFSO Scheme is here to answer your questions, provide information or investigate your complaint if it can’t be resolved with your provider.
Contact us or check our information about common complaint issues.

HAVE YOU RAISED THE COMPLAINT WITH YOUR FINANCIAL SERVICE PROVIDER?

Contact your provider, state you are ‘making a complaint’ and tell them what you want to fix the problem. Gather all related documents. You can use our online or written complaint form to do so and we get this information to the provider.

IS YOUR PROVIDER A MEMBER OF THE IFSO SCHEME?

Search our member database to find out. We can only formally investigate complaints about our members.

IS YOUR COMPLAINT UNRESOLVED?

If you are not satisfied with the resolution from your financial services provider, contact the IFSO Scheme. Once we receive the completed complaint form and letter of deadlock, we can obtain your file from the Participant.

MAKE A COMPLAINT TO THE IFSO SCHEME?

We will review the complaint to see whether it comes within our jurisdiction. When investigating complaints, our team of case managers apply negotiation, conciliation and mediation to reach an agreement where possible. The process is fair, transparent and impartial.

MAKE A COMPLAINT WITH THE IFSO SCHEME

Written complaint forms.

You can choose to print out and complete the following written complaint forms:

  1. Make a complaint to your provider here
  2. Make a complaint to the IFSO Scheme here

Complaints the IFSO Scheme can consider

We can investigate complaints about a Participant of our Scheme relating to:

  • house, contents, vehicle, travel, health, income protection and life insurance; superannuation; investments; financial advice or planning (including brokers); loans and credit; and any other financial services provided by a Participant.
  • breaches of contract, statutory obligations, industry codes
  • complaints by small businesses

There are some limitations on what we can consider. We cannot investigate complaints about:

  • amounts in dispute over $200,000, or $1500 per week for a product that provides regular payments
  • awards of damages
  • third party or uninsured losses
  • financial service providers' commercial decisions, including: returns, premiums, charges, excesses, and underwriting decisions
  • complaints which are, or have been, the subject of proceedings in another forum e.g. a decision has already been made in the courts or that have been settled in mediation
  • a financial service provider which is not a member of the IFSO Scheme

Complaints about the IFSO Scheme

We welcome feedback on our service. If you are dissatisfied with any aspect of our service or process, we want you to tell us. You can use this form, or contact us with your issue.