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Homeloan refinance ended up costing
Miscommunication costs
Adviser completes insurance application
Reduced investment values
Mountain eruption not unexpected
Swiss watch swiped: Spain
The missing bag and the rotting meat
The great train station robbery
Pania lost her ring in the sea, fake photos didn’t help
Storm in a tea shop, the unattainable police report
No cover for anxiety, loss of enjoyment
Mr M’s trip to NZ ends in tragedy
Roger’s trip ends in tragedy, waiver applies
Tooth extraction excluded from cover
Weight loss surgery excluded
Excluding tonsils, not adenoids
Overseas treatment – no specialist letter, no cover
Complaints and Enquiries
$4,000 vacuum debt written off
Three loans, no redundancy cover
35 unauthorised credit card transactions
Financial hardship, no evidence provided
Full medical history needed
Income protection reinstated
No cover for childbirth trauma
Life insurance, reduced payment
What is fair and reasonable conduct?
When the policy pay-out is limited
Flood damage, no proof of loss
Earthquake damage, defective repairs
No temporary accommodation cover
Cover for motel, not for carparks
No access, no business
Earthquake: repair v replace
KiwiSaver early withdrawal rules super strict
Less than expect from your Superannuation
Investment loss from KiwiSaver mistake
Investments can go up and down
Pay out for stolen ring disappointing
No cover for derelict house after fire
No cover for missing ruby
Disappointing cover for stolen watch
The leaky ranch slider and the sudden hole
Photos not enough for $56K jewellery claim
House in disrepair, no fire cover
Previous declined claim, no cover for fire
Fake photo, fake jewellery, no cover
D.I.Y receipts
Lost and found glasses and the ICR
18 criminal convictions, no clean slate
Car written-off, pay out less than expected
Paying excess when it’s not your fault
No tyre tread, no cover
No cover for learner driver with passengers
Teenage son flips parents’ car
A car bumped into me - no it didn’t
The van, the can and the boom
Stolen car, no cover
News
Media Releases
Document Library
IFSO Case Studies
Coffee-stained carpet, dining room only
Fair Insurance Code Breach
No insurance for man who skipped flight to make cruise
No ambulance cover for pre-existing conditions
Join the IFSO Scheme
IFSO Scheme Terms of Reference
Non-disclosure - what you need to tell your insurer
Sum Insured
Gradual Damage
Floods
Excess
Non-disclosure
Proving your loss
Leaving out medical details is a problem
Bad knee, no cover
Skin surgery benefit changed
Travel Insurance
Pre-existing conditions
About the IFSO Scheme
2019 Annual Report
2019 Financial Statements
2018 Financial Statements
2017 Annual Report
2016 Annual Report
2018 Annual Report
2018 Independent Review
2013 Independent Review
2008 Independent Review
2003 Independent Review
Industry Data and Insights
Glossary
Complaints Form
Privacy Policy
IFSO Scheme Constitution
2015 Annual Report
2014 Annual Report
2013 Annual Report
2017 Financial Statements
Difficult Conversations - 1 hr
Difficult Conversations - 1 hr (Powerpoint)
Identifying and Responding to Complaints
Identifying and Responding to Complaints (Powerpoint)
What Happens When Customer Complaints go to the IFSO Scheme
Consumer Vulnerabilities e-learning Module Brainstorm
Consumer Vulnerabilities Self-Facilitate Brainstorm
E-learning CV Module 1 - What is consumer vulnerability?
Insurance 1 Consumer Vulnerabilities Case Study
Insurance 2 Consumer Vulnerabilities Case Studies
Loan Consumer Vulnerabilities Case Study
Health Insurance - Setting client expectations about cover
Investment Adviser - When a client complains about you
Life Insurance - Non Disclosure - When Mistakes Happen
When you make a PI claim
Free 15 Minutes - Prima Facie Claim
General Insurance - 26 August - 15 Minutes
Gradual Damage - prima facie claim or exclusion 15 minutes
What caused the loss - 12 November
Credit - When clients challenge interest rates
Credit and Loans Responding to VC and being a Responsible Lender
Health Insurance - When the Policy Doesn't Cover it
Non Disclosure - When mistakes happen draft
Risk Insurance - Client Expectations and Insurer Responses to Policy Lapse
Risk Insurance - What the Policy Really Means
Dr. Grant Lester Managing Threats of Self Harm
Threats to Others Dr Grant Lester
Template Complaints Policy & Process Document
E-Learning Module 1
E-Learning Module 2
E-Learning Module 4
E-Learning Module 3
Health Insurance - Setting Client Expectations About Cover
General Insurance - What does it take to prove a prima facie claim?
General Insurance - gradual damage - prima facie claim or exclusion
General Insurance - Trouble during the claim process - things to avoid
What caused the loss - When the insurance disagrees
Credit Contracts - Fees and Charges
Health Insurance - When the policy doesn't cover it
Life Insurance - Non Disclosure - When mistakes happen in the advice process
Risk Insurance - What the policy really means
Risk Insurance - Client expectations and insurer responses to policy lapse
Complaint Toolkit - Introduction
Complaints Toolkit - Stage 1
Complaint Toolkit - Stages 2 and 3
Dr Grant Lester - Managing threats of self-harm
Dr Grant Lester - Mental Health
2019-Q3-Credit Dashboard
2019-Q3-health insurance
2019-Q3-Risk-Insurance
2019-Q3-General insurance
2019-Q2-Risk Insurance Dashboard
2019-Q2-General Insurance Dashboard
2019-Q2-Health Insurance Dashboard
2019-Q1-Risk Insurance Dashboard
2019-Q1-General Insurance Dashboard
2019-Q1-Health Insurance Dashboard
2018-Risk Insurance Dashboard
2018-General Insurance Dashboard
Internal complaints process
Complaints Register FAP
Complaints Register Insurers
Complaints Register Lenders
Thank client for the feedback template
Complaint Policy and Process Document
Respond to client template
Complaint Acknowledgement Template
Investigation Checklist
Responding to Threats of Harm to Self Threats to Self webinar Threats to Self slides (PDF) Template Policy Threating or Suicidal Customers
Managing Threats to Self
Sample Policy templates
Consumer Vulnerability - e-learning modules - trainer resources
Complaint response letter template
Complaint Acknowledgement and Advise of Delay template
Final Decison - Deadlock investigation checklist template
Final Decison and Notice of Deadlock letter template
Vehicle Insurance
Uninsured drivers
Modifications to vehicles
Jewellery
EQ repairs
Duty of care
Disability insurance
Breach of driver licence conditions
IFSO Complaint form to company
Complaints about the Insurance & Savings Ombudsman (“ISO”) Scheme
2019-Q4-General Insurance
2019-Q4-Risk Insurance
2019-Q4-Health Insurance
self-facilitate vunerable consumers workshop for staff
2012 Annual Report
2011 Annual Report
2010 Annual Report
2009 Annual Report
Difficult conversations - video
2020 IFSO Annual Report
2020 Annual Report
2020 Financial Statements
Son crashes car, no cover
Excess dog damage
Covid-19: cancelled travel
Cancer, non-disclosure
$43K loan, ute repossessed
$189K romance scam
Stress after the storm
No home, 4 loans, responsible lending?
Request to reduce life cover
2020 Q2 Risk Insurance Dashboard
2020 Q2 General Insurance Dashboard
2020 Q2 Health Insurance Dashboard
2020 Q2 Travel Insurance Dashboard
Template Complaints Policy and Process document
Template Complaints Policy & Process document
Template Complaints Policy and Process Document 2021
Complaints Policy and process template 2021
CT 11 Mar 2021 Responding to Complaints in a licensed regime - slides
Financial Markets Conduct Regulated Financial Advice Disclosure Amendment Regulations 2020
Template Policy – Threating or Suicidal Customers (members only)
Professional Development Plan - Template (members only)
Navigating the Participants Area (members only)
Tenant turns house into animal refuge
annual
IFSO Scheme Annual Report 2021
2021 Annual Report
2021 Financial Statements
Methamphetamine contamination confusion
Premiums paid were more than the funeral cover was worth
COMPLAINTS-PROCESS SERVICE CHARTER (members only)
Gradual damage?
Complaint insurer misunderstood the term “off-roading”
Impact of COVID-19 and redundancy
Increasing premiums
Steak cooked in a toaster sparks disaster
Payout brings more pain
Responsible lending disputed
Man with Indian hospital bill argues “Australasia” must include “Asia”
Loss of rental during lockdown